Senior Customer Service Advisor

Discreet Company; United States; On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA/FSA options

401(k) with company match

Life & AD&D insurance

Paid holidays & vacation

Parental leave & bereavement leave

Employee assistance program

Job summary

Discreet Company is seeking a Senior Customer Success Partner in the United States to maximize value and adoption of our platform across a bank client portfolio. You will act as a trusted advisor, managing post-sale relationships and delivering measurable business outcomes across Sales, Delivery, BAU, and Renewal stages.

You will drive platform adoption, monitor client health, and collaborate with Sales to identify expansion opportunities, while coordinating with Product and Engineering to feed

Qualifications

• 7–12 years of experience in Customer Success, Account Management, or Consulting.
• Experience with large banks or enterprise financial services clients.
• Experience driving retention and expansion (GRR/NRR).
• Strong understanding of digital banking, personalization, AI, or data-driven platforms.
• Enterprise SaaS delivery models.
• Willingness to travel up to 50%.
• Based in the US; visa sponsorship not available.

Responsibilities

• Own day-to-day and strategic relationships with bank customers.
• Serve as the primary post-sale point of accountability for the company.
• Build trusted relationships with senior client stakeholders across Digital, Retail, Cards, Wealth, Marketing, Data.
• Drive adoption of the platform across channels, use cases, and business lines.
• Translate platform usage into measurable business outcomes (engagement, conversion, retention).
• Partner with customers to define and track success metrics aligned to business goals.
• Identify expansion opportunities and collaborate with Sales for renewals and upsell.
• Provide product and roadmap feedback to align capabilities with client strategy.
• Lead internal account planning and strategy sessions.

Skills

Customer Success

Account Management

Consulting

Financial Services

Enterprise SaaS

Travel up to 50%

Education

University degree

Job description

We are a global technology company operating at the intersection of AI, data, and financial services. We develop advanced AI-powered solutions that help leading organizations better understand customer needs, generate actionable insights, and deliver smarter, more personalized financial experiences.

Our technology leverages real-time data and intelligent automation to transform complex information into meaningful insights, helping organizations make better decisions and create greater value for their customers.

About the position:

The Senior Customer Success Partner is accountable for maximizing the value, adoption, and commercial impact of the company platform across a portfolio of bank customers.

The role goes beyond delivery and support. The Senior Customer Success Partner acts as a trusted advisor to client stakeholders and delivers value across all stages of the client lifecycle (Sales, Delivery, BAU, Renewal), ensuring the product is:

• Deeply embedded in the client’s digital strategy
• Actively driving measurable business outcomes
• Positioned for long-term expansion across products and lines of business
• Leveraging the platform as effectively as possible

Responsibilities:

Client Relationship Management

• Own day-to-day and strategic relationships with assigned bank customers
• Serve as the primary post-sale point of accountability for the company
• Build trusted relationships with senior client stakeholders (Digital, Retail, Cards, Wealth, Marketing, Data)
• Facilitate regular executive strategic reviews focused on performance, outcomes, and ROI

Client Engagement & Satisfaction

• Ensure consistent, proactive strategic engagement with customers
• Monitor client health indicators and address risks early
• Drive high CSAT and NPS scores through value-focused interactions
• Act as the voice of the client internally
• Drive adoption of the company 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 clients understand how current and future capabilities support their strategy
• Guide clients on best practices for needs-based engagement and personalization
• Provide structured feedback to Product and Engineering teams based on client needs
• Help clients prioritize roadmap items that maximize business value

Cross-Functional Coordination

• Coordinate internally with:
• Product Management
• Professional Services
• Support
• Ensure alignment between client expectations and internal delivery
• Lead internal account planning and strategy sessions

Requirements:

• 7–12 years of experience in Customer Success, Account Management, or Consulting
• Experience working with large banks and credit unions or enterprise financial services clients
• 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 the time
• University degree or higher required
• Based in the US
• Visa sponsorship is not available for this role.
• Comprehensive medical, dental, and vision coverage starting on Day 1
• HSA/FSA options
• 401(k) with company match and low-cost investment options
• Company-paid life, AD&D, and disability insurance
• Paid holidays, vacation, and sick leave
• Paid parental leave, bereavement leave and wedding leave
• Free, confidential Employee Assistance Program (EAP) and health advocacy support for you and your family
• Access to an employee discount marketplace for everyday purchases, travel, and more
• A truly global work environment, partnering with teammates and clients around the world