Manage strategic relationships with bank customers, drive platform adoption, enhance customer engagement, identify expansion opportunities, and align internal teams.
Responsibilities
Customer Relationship Management
- Own day-to-day and strategic relationships with assigned bank customers
- Serve as the primary post-sale point of accountability for Personetics
- Build trusted relationships with senior customer stakeholders (Digital, Retail, Cards, Wealth, Marketing, Data)
- Facilitate regular executive strategic reviews focused on performance, outcomes and ROI
Customer Engagement & Satisfaction
- Ensure consistent, proactive strategic engagement with customers
- Monitor customer health indicators and address risks early
- Drive high CSAT and NPS scores through value-focused interactions
- Act as the voice of the customer internally within Personetics
Adoption & Value Realization
- Drive adoption of the Personetics platform across channels, use cases, and business lines
- Ensure customers are fully leveraging existing capabilities before expanding scope
- Translate platform usage into measurable business outcomes (engagement, conversion, retention)
- Partner with customers to define and track success metrics aligned to their business goals
Expansion & Commercial Growth
- Identify expansion opportunities within existing customers, including:
- New use cases
- Additional products or modules
- Expansion to new lines of business or regions
- Collaborate with Sales to:
- Position expansion opportunities
- Support renewals and upsell motions
- Build business cases for additional investment
- Use data, outcomes, and success stories to justify expansion
- Focus on GRR and NRR
Product & Roadmap Consulting
- Act as a product advisor, helping customers understand how current and future Personetics capabilities support their strategy
- Guide customers on best practices for needs-based engagement and personalization
- Provide structured feedback to Product and Engineering teams based on customer needs
- Help customers prioritize roadmap items that maximize business value
Cross-Functional Coordination
- Coordinate internally with:
- Product Management
- Engineering
- Professional Services
- Sales
- Support
- Ensure alignment between customer expectations and internal delivery
- Lead internal account planning and strategy sessions
- 7–12 years of experience in Customer Success, Account Management, or Consulting
- Experience working with large banks and credit unions or enterprise financial services customers
- Experience driving retention and expansion with financial institutions (GRR and NRR)
- Strong understanding of:
- Digital banking, Personalization, AI, or data-driven platforms
- Enterprise SaaS delivery models
- Ability to work in a dynamic, fast-paced work environment
- Customer-first mindset and experience working with complex, multi-stakeholder bank environments
- Experience working in Fintech, AI, or Data analysis
- Ability to travel up to 50% of time
- University degree or higher required
- Fluent in English
- Singapore based
Personetics Singapore, Singapore, SGP Office
1 george street, singapore, singapore, Singapore, Singapore
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