AI Customer Success Partner (North America)

About The Position

The AI Customer Success Partner is accountable for maximizing the value, adoption, and commercial impact of the Personetics platform across a scaled portfolio of North America accounts. This role is built around Personetics' AI-first Customer Success model: the AI Customer Success Partner drives adoption, retention, and measurable outcomes primarily through automated, digital-first engagement, including AI-triggered check-ins, platform usage reports, digital QBRs, webinars, knowledge base resources, and community support.

As a trusted advisor operating at scale, the Digital Customer Success Partner ensures Personetics is:

• Efficiently and proactively engaged across a broad portfolio of accounts
• Monitored continuously for usage, health, and risk through automated signals
• Positioned for adoption growth and renewal, even at scale
• Supported by a digital-first Customer Success model built to scale efficiently

Responsibilities

• Portfolio & Relationship Management
  • Own day-to-day relationships across a scaled portfolio of North America accounts
  • Serve as the primary point of contact for post-sale success across the portfolio
  • Build efficient, repeatable stakeholder relationships through a digital-first cadence
  • Escalate accounts that need deeper, high-touch attention to the broader Customer Success team
• Client Engagement & Satisfaction
  • Ensure consistent, proactive engagement with customers through the digital-first model
  • 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 within Personetics
• Automated & Digital Engagement
  • Run AI-triggered check-ins, automated health alerts, and platform usage reporting across the portfolio
  • Deliver digital QBRs at scale, using AI-generated briefs and usage data to personalize each account's narrative
  • Combine automated engagement with live sessions at key points in the account lifecycle
  • Continuously refine the digital engagement playbook based on what drives adoption and retention at scale
  • Host webinars, maintain knowledge base content, and support community channels to extend reach and self-service across the portfolio
• Adoption & Value Realization
  • Drive adoption of the Personetics platform across the portfolio through self-built automated nudges and in-product recommendations
  • Monitor usage trends and automated dashboards to flag under-adoption and intervene proactively
  • Translate platform usage into measurable business outcomes and clear, digestible value narratives for each account
• Renewal & Growth at Scale
  • Monitor contract dates, health scores, and expansion signals to trigger renewal and upsell playbooks
  • Build automated workflows that identify and qualify expansion opportunities (new use cases, additional products, upsell) for Sales to pursue
  • Use platform usage data and success stories to support renewal conversations
  • Focus on GRR and NRR across the portfolio
• Product & Roadmap Consulting
  • Act as a product advisor, helping clients understand how current and future Personetics capabilities support their strategy
  • Share aggregated client feedback and usage patterns with Product and Engineering to inform the roadmap
  • Design scalable workflows that automatically deliver personalized product updates, roadmap communications, and feature recommendations
• Cross-Functional Coordination
  • Coordinate with Product, Engineering, Support, and Sales to resolve issues efficiently at scale
  • Partner with the Partnerships team to extend the digital engagement playbook to reseller accounts as that channel grows
  • Provide feedback on which AI-driven workflows and tools are working, to help shape the broader Customer Success AI strategy

Requirements

• 5-7 years of experience in Customer Success, Account Management, or Consulting
• AI-native skill set: hands-on experience using AI tools (e.g., Claude) and building AI agents/workflows to automate and scale customer engagement
• Experience driving retention across a high-volume account portfolio (GRR and NRR)
• Experience working with digital banking providers, SaaS software providers, or financial institutions
• Comfort building and managing a large portfolio of accounts through automated, tech-touch engagement (AI-triggered check-ins, usage dashboards, digital QBRs)
• Strong understanding of:
  • Digital banking, personalization, AI, or data-driven platforms
  • Enterprise SaaS delivery models
• Ability to work in a dynamic, fast-paced environment
• Customer-first mindset, with the ability to balance scale and personalization across many accounts
• Ability to travel up to 20% of time
• University degree or higher required
• Fluent in English

Pay

US Based Salary Range: $152,000 - $191,000. The base salary range for this role at minimum and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Personetics, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills as well as geographic location. Base pay also depends on the relative experience, knowledge and skills to our internal peers in the role.

Benefits

• Comprehensive medical, dental, and vision coverage starting on Day 1
• HSA/FSA options
• 401(k) with company match
• Commuter benefits
• A truly global work environment, partnering with teammates and clients around the world