Head of Customer Success - Commercial Lending

Accountabilities: Lead customer retention initiatives, improve renewal performance, and increase recurring revenue across the existing customer portfolio. Develop proactive renewal strategies, identifying account risks early and implementing targeted plans to protect long-term customer relationships. Create structured customer success plans and relationship strategies for key financial institution accounts. Establish customer health indicators to monitor engagement, identify at-risk accounts, and uncover opportunities for expansion. Build trusted relationships with senior banking executives, commercial lending leaders, credit administrators, and other key decision-makers. Conduct Executive Business Reviews (EBRs) to communicate customer outcomes, platform adoption, business priorities, and opportunities for improvement. Develop strategic account plans that document stakeholders, renewal timelines, business challenges, competitive considerations, and potential growth opportunities. Strengthen customer advocacy by developing relationships that lead to references, recommendations, and long-term partnerships. Design and continuously improve Customer Success operating processes, service models, performance standards, and account segmentation strategies. Establish key performance indicators, reporting dashboards, and management routines to provide visibility into customer health, retention, and future revenue. Improve forecasting for renewals, customer retention, and account expansion while providing executive leadership with actionable insights. Develop clear escalation procedures and coordinate internal teams to resolve customer issues effectively. Partner with implementation and delivery teams to support successful customer onboarding and software launches. Drive product adoption and help customers use technology effectively to improve commercial lending operations. Track platform usage, customer engagement, business outcomes, and readiness for additional products or services. Collaborate with Product and Engineering teams to communicate customer feedback, identify market needs, and influence product improvements. Build, mentor, and develop Customer Success and Account Management teams, establishing clear expectations, performance measures, and individual development plans. Create scalable team structures and processes that support business growth while maintaining a high standard of customer service. Requirements At least 10 years of professional experience in commercial banking or commercial lending, including roles such as Commercial Lender, Relationship Manager, Credit Officer, Portfolio Manager, Chief Lending Officer, or Credit Administrator. Strong understanding of the commercial lending lifecycle, including loan origination, underwriting, credit analysis, approval processes, portfolio management, covenant monitoring, and loan servicing. Proven experience building and maintaining relationships with senior financial institution stakeholders, including banking executives, credit leaders, and C-suite decision-makers. Demonstrated success managing strategic customer relationships, retaining business, and identifying opportunities for account growth. Experience leading teams, establishing performance metrics, and implementing consistent operating processes. Strong commercial acumen and understanding of how customer retention and account expansion influence recurring revenue, profitability, and business growth. Excellent communication, presentation, and relationship management skills, with the ability to advise and influence senior executives. Experience in Customer Success, Strategic Account Management, Relationship Management, or Client Services is preferred. Experience working for a financial technology company, commercial lending software provider, banking technology organization, or consulting firm serving financial institutions is preferred. Familiarity with customer renewals, revenue retention, account expansion, and subscription-based business relationships is preferred. Knowledge of Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Annual Recurring Revenue (ARR) is an advantage. Experience developing customer engagement programs, account review processes, renewal forecasts, and customer health scoring frameworks is preferred. Understanding of Software-as-a-Service (SaaS) business models and subscription revenue structures is preferred. Previous responsibility for executive-level customer relationships and structured business review programs is an advantage. Benefits Salary: The advertised annual salary range is $225,000–$250,000. Healthcare: Access to a Minimum Essential Coverage (MEC) plan. Dental and vision: Dental and vision coverage are included in the stated benefits package. Retirement savings: Access to a 401(k) plan. Employee support: Employee Assistance Program (EAP) services. Leadership impact: Opportunity to shape customer success strategy and influence business priorities while reporting directly to executive leadership. Professional development: Opportunities to build and lead customer-facing teams and establish scalable operating practices. Cross-functional collaboration: Work closely with Product, Engineering, Implementation, and commercial teams to improve customer outcomes. Work arrangement: The role is advertised as remote. Additional benefits: Details regarding paid time off, bonuses, and other compensation or benefit provisions are not specified in the available posting and should be confirmed during the hiring process.