Program Manager

FintechOS; Fort Lauderdale (FL); On-site; USD 140,000 - 200,000; Full time

Job summary

FintechOS is seeking a senior Customer Success/Program Leader to manage US credit union portfolios and drive multi-product engagements. You will govern transformation programs, build executive relationships, and identify expansion opportunities, ensuring measurable value from the FintechOS platform.

You will partner with CEOs and CIOs, lead governance boards, and champion renewal and expansion strategies across digital account opening, lending, and servicing.

Qualifications

• 7+ years in program management, customer success, or strategic account management serving US credit unions or regional financial institutions.
• Deep knowledge of credit unions, governance models, and core processing platforms.
• Proven track record governing large-scale financial technology transformations.
• Demonstrated success growing and retaining strategic accounts with measurable outcomes.
• Ability to build trusted relationships with CXOs, board members, and transformation leaders.
• Excellent written and verbal communication for executive-level presentations.
• High ownership mentality and proactive problem solving.

Responsibilities

• Own the strategic health of a portfolio of US credit union accounts across executive and stakeholder teams.
• Build trusted relationships with CEOs, CIOs, COOs, and Chief Digital Officers in credit unions.
• Conduct Executive Business Reviews showing ROI in member growth, loan growth, and efficiency.
• Identify and close value gaps where platform underutilization hinders outcomes.
• Manage at-risk accounts with structured recovery plans and clear path to resolution.
• Provide governance across transformation programs (core modernization, digital launches, origination overhauls).
• Establish governance boards and ensure alignment among leadership, partners, and FintechOS experts.
• Maintain transformation roadmaps anchored to business outcomes beyond go-live.
• Drive progress tracking: RAID logs, risk escalation, and quarterly health reporting.
• Support pre-sales and renewal conversations with market insights and value cases.

Skills

Executive relationship building

Strategic account management

Credit union market knowledge

Stakeholder communication

Program governance

Education

PMP/PRINCE2 certification

Tools

Jira

Confluence

Smartsheet

Job description

FintechOS is the AI platform for financial product operations — purpose-built to help banks, credit unions, and insurers design, launch, and evolve financial products dramatically faster than traditional methods. Our platform sits above existing core systems, enabling institutions to modernize without rip-and-replace, and to innovate without rebuilding from scratch.

We serve 60+ financial institutions across North America, Europe, and Asia-Pacific — including Hanscom Federal Credit Union, Vibrant Credit Union, Groupe Société Générale, and Admiral Group — and partner with Microsoft, Deloitte, Finastra, and Fiserv. Headquartered in New York and London, FintechOS delivered 40% year-over-year revenue growth in 2023 and is profitable and scaling fast.

The Opportunity

This is not a traditional program management role.

Delivery discipline is the baseline, not the measure of success. You will be evaluated on Net Revenue Retention, renewal rates, expansion ARR, and the depth of the strategic relationships you build with credit union leadership. The best candidate will have led complex financial technology transformations — and will be ready to evolve into the trusted partner credit unions turn to for their next phase of growth.

You will carry a portfolio of US credit union accounts at various stages of their FintechOS journey — from early platform adoption through to deep, multi-product engagement. You will be the senior FintechOS presence for these institutions: governing their transformation programs, building relationships with their executive teams, identifying expansion opportunities, and ensuring every customer realises measurable value from the platform.

Core Responsibilities

Customer Retention & Strategic Relationship Management

• Own the strategic health of a portfolio of US credit union accounts — acting as the senior FintechOS relationship owner across executive and working-level stakeholder teams.
• Build trusted, long-term relationships with CEOs, CIOs, COOs, and Chief Digital Officers within credit unions — understanding their member-growth objectives, competitive pressures, and technology constraints.
• Conduct regular Executive Business Reviews (EBRs) that articulate clear ROI in credit union terms: member acquisition, loan growth, product launch speed, and operational efficiency — not just platform utilization metrics.
• Proactively identify and close value gaps: situations where a credit union is underutilizing their platform investment relative to what their member base and competitive environment demands.
• Manage at-risk accounts with structured recovery plans; escalate early with context, options, and a clear path to resolution.

Expansion & Growth

• Identify and develop expansion opportunities within existing accounts — new product lines (digital account opening, embedded lending, mortgage automation), additional business units, or new member segments — working closely with commercial and solution teams.
• Build a documented expansion roadmap for each account during the first year of engagement, creating a natural pipeline of future ARR embedded in the credit union’s own strategic plan.
• Translate FintechOS platform capabilities and new releases into compelling member-impact business cases that resonate with credit union boards and executive leadership.
• Serve as the internal voice of US credit unions at FintechOS — bringing market intelligence, member-experience insights, and regulatory signals into product and commercial conversations.

Transformation Oversight & Program Governance

• Provide senior governance leadership across credit union technology transformation programs — including core system modernisation above legacy platforms (Fiserv DNA, Symitar, Corelation), digital channel launches, and loan origination overhauls.
• Establish and chair governance boards and steering committees, ensuring alignment between customer leadership, delivery partners, and FintechOS expertise throughout the transformation lifecycle.
• Maintain a rolling transformation roadmap for each account that is anchored to business outcomes, not just implementation milestones — and that extends well beyond go-live.
• Drive consistency and transparency across all workstreams: own RAID logs, decision registers, risk escalation protocols, and quarterly health reporting.
• Hold delivery partners and SI contributors accountable to commitments without direct line authority — through governance discipline, clear expectations, and structured escalation.
• Lead structured program health checks and post-milestone retrospectives that surface learnings and continuously raise the bar for delivery quality
• Track and grow platform adoption across your portfolio — ensuring credit unions progress from initial deployments toward broad, deep utilisation of the FintechOS platform across lending, deposits, and member servicing.
• Collaborate with FintechOS Solution Architects to ensure each institution’s technical environment is optimised for scalability, regulatory compliance, and long-term platform health above their core systems.
• Support the development of internal FintechOS capability within customer teams, reducing reliance on external delivery and enabling credit unions to configure and launch new products independently.
• Facilitate alignment between credit union product teams and FintechOS product management to ensure platform enhancements reflect the real-world needs of the US credit union market.

Practice & Team Development

• Contribute to the development of FintechOS’s credit union go-to-market playbook and Customer Success methodology for North America.
• Mentor junior colleagues in the Customer Success & Operations team; share your credit union industry expertise to build regional capability.
• Support strategic pre-sales activities — including customer success scoping, proposal input, and executive-level presentations for new credit union opportunities across the US.

What We’re Looking For

• 7+ years of experience in program management, customer success, or strategic account management, with meaningful time spent serving credit unions, community banks, or regional financial institutions in the US market.
• Deep credit union industry knowledge — including familiarity with the cooperative governance model, NCUA regulatory framework, core processing platforms (Fiserv DNA, Symitar / Episys, Corelation Keystone, or equivalent), and the member-first values that differentiate credit unions from commercial banks.
• Proven track record of governing large-scale financial technology transformations — ideally including core system modernisation, digital account opening, loan origination platforms, or embedded lending programs. You know where these programs break down and how to prevent it.
• Demonstrable success growing and retaining strategic accounts — with outcomes measured in NRR, renewal rates, and expansion revenue, not delivery milestones alone.
• Track record of building trusted relationships with credit union CXOs, Board-level stakeholders, and transformation leadership — and the executive presence to operate credibly at that level.
• Excellent written and verbal communication skills at executive level; experience presenting to credit union boards or executive committees is a strong advantage.
• High ownership mentality: you treat the credit union’s member outcomes as your own, you operate proactively, and you do not wait to be told what needs attention.

Advantageous

• Experience working within or alongside a SaaS platform vendor serving the credit union or community banking space — understanding of subscription economics and platform adoption cycles.
• Familiarity with credit union technology ecosystems: CUSO relationships, core-adjacent integrations, digital banking platforms (Lumin, NCR, Q2), and payment networks (Velera, PSCU).
• Experience with Customer Success platforms (Gainsight, ChurnZero, or equivalent) and program tooling (Jira, Confluence, Smartsheet, or similar).
• Exposure to commercial or pre-sales processes — comfortable contributing to renewal conversations and expansion business cases alongside sales leadership.
• Relevant certification: PMP, PRINCE2, or Certified Customer Success Manager — valued but not required.

Our Culture

We are a motivated, technically ambitious team solving meaningful problems in one of the world’s most important industries. We value ownership over process, directness over politics, and outcomes over outputs. People who thrive at FintechOS take initiative, communicate clearly, and care deeply about the quality of what they deliver.

We are committed to building a diverse and inclusive environment where people of all backgrounds feel valued and empowered to do their best work. We are an equal opportunity employer and welcome applicants from all communities.