Head of Customer Success

By | 06/02/2026
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  • Company Global Wave Group
  • Location Not Submitted
  • Job Type Full Time
  • Posted 06/02/2026

About the Company

Our client is a growing financial technology company serving banks, credit unions, and commercial lending organizations across North America. The company provides software solutions that help financial institutions streamline commercial lending workflows, improve operational efficiency, and enhance the borrower experience.

As the company enters its next stage of growth, customer retention, expansion revenue, executive engagement, and long-term customer value have become critical strategic priorities.

The Opportunity

This is not a traditional Customer Success role.

We are seeking an experienced banking or commercial lending professional who can serve as a trusted advisor to financial institution executives while building and leading a world-class Customer Success function.

The Head of Customer Success will own customer retention, expansion revenue, renewal forecasting, strategic account management, executive customer relationships, and customer advocacy across the portfolio.

This leader will partner closely with Product, Engineering, Delivery, Support, and Sales to ensure customers achieve measurable business outcomes while creating predictable, sustainable growth for the organization.

This is a highly visible leadership role reporting directly to the CEO and offers the opportunity to build the customer success operating model that will define the company's future.

What You'll Own

Customer Retention & Revenue Growth

  • Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal performance, and expansion revenue across the customer portfolio
  • Develop and execute proactive renewal strategies that improve predictability and reduce churn
  • Create structured account plans and customer success plans for strategic customers
  • Build customer health scoring frameworks that identify both growth opportunities and retention risks
  • Establish executive engagement strategies that strengthen customer relationships and improve long-term retention
  • Partner with Customer Operations leadership to identify and execute expansion, cross-sell, and upsell opportunities

Strategic Account Management

  • Serve as executive sponsor for key customer relationships
  • Build trusted relationships with commercial lending, credit administration, operations, and executive leaders at financial institutions
  • Lead Executive Business Reviews (EBRs) focused on strategic outcomes, business value, product adoption, and future growth opportunities
  • Develop and maintain strategic account plans that identify key stakeholders, business priorities, growth opportunities, competitive threats, and renewal milestones
  • Create customer advocates, references, and long-term champions

Customer Success Operations

  • Build and scale the Customer Success operating model
  • Establish customer segmentation strategies and coverage models
  • Develop KPIs, dashboards, reporting frameworks, and operational rhythms
  • Create scalable customer engagement, renewal, and account review processes
  • Introduce forecasting discipline around renewals, expansion opportunities, and customer health
  • Build executive visibility into retention risk, growth opportunities, and customer sentiment
  • Develop escalation management processes and communication standards

Customer Lifecycle & Adoption

  • Partner closely with Delivery and Implementation teams to ensure successful onboarding and customer adoption
  • Drive customer value realization and long-term platform utilization
  • Develop frameworks that measure customer adoption, engagement, business outcomes, and expansion readiness
  • Ensure smooth transitions across implementation, support, account management, and renewal activities

Voice of the Customer

  • Gather customer feedback, market intelligence, and industry insights
  • Partner with Product and Engineering to communicate customer priorities and emerging market needs
  • Advocate internally for enhancements that improve customer outcomes and business value
  • Help influence product roadmap decisions based on customer demand and strategic opportunities

Leadership & Team Development

  • Recruit, develop, and lead future Customer Success and Account Management team members
  • Establish performance expectations, accountability measures, and development plans
  • Build a scalable organization capable of supporting growth while maintaining strong customer relationships
  • Foster a customer-centric culture across the company

Ideal Background

Required

  • 10+ years of commercial banking and lending experience, including direct experience as a Commercial Lender, Relationship Manager, Credit Officer, Portfolio Manager, Chief Lending Officer, Credit Administrator, or similar commercial banking leadership role
  • Deep understanding of commercial lending operations, including loan origination, underwriting, credit analysis, approval workflows, portfolio management, covenant monitoring, and loan servicing
  • Experience building trusted relationships with executive stakeholders, including Chief Lending Officers, Credit Executives, Commercial Banking Leaders, and C-Suite executives within financial institutions
  • Demonstrated success managing, retaining, and growing strategic customer or client relationships
  • Experience leading teams and driving accountability through metrics, processes, and operational discipline
  • Strong business acumen with the ability to connect customer outcomes to revenue retention, expansion, and long-term growth
  • Exceptional communication, executive presence, and relationship management skills

Strongly Preferred

  • Experience working for a commercial lending technology provider, fintech company, banking software provider, or consulting organization serving financial institutions
  • Experience in Customer Success, Strategic Account Management, Relationship Management, Client Services, or Account Management leadership roles
  • Experience owning or influencing customer retention, renewals, expansion revenue, or Net Revenue Retention (NRR)
  • Experience leading Executive Business Reviews (EBRs), strategic account planning, and executive customer engagement programs
  • Experience implementing customer health scoring, forecasting, and customer success operating frameworks
  • Familiarity with SaaS business models, recurring revenue metrics, and subscription-based software businesses

Highly Preferred Industry Experience

  • Experience with one or more of the following:
  • Commercial Loan Origination Systems (CLOS)
  • Commercial Lending Platforms
  • Credit Administration Solutions
  • Banking Technology Providers
  • Loan Portfolio Management Systems
  • Lending Workflow Automation Platforms
  • Risk Management and Compliance Solutions
  • Commercial Banking Software Platforms

Ideal Candidate Profile

The strongest candidates will have spent a meaningful portion of their career inside a financial institution in a commercial lending capacity and later transitioned into a customer-facing leadership role within fintech, banking technology, consulting, or strategic account management.

Success in the First 12 Months

  • The successful candidate will:
  • Establish a formal Customer Success operating model
  • Implement customer health scoring and strategic account planning processes
  • Launch a scalable Executive Business Review program
  • Improve renewal forecasting accuracy and visibility
  • Strengthen executive relationships across the customer base
  • Increase Gross Revenue Retention and Net Revenue Retention performance
  • Build a repeatable framework for expansion and account growth
  • Create greater accountability, predictability, and customer engagement across the portfolio

Who Will Be Successful

  • Banker-Credible
  • You understand how financial institutions operate and quickly establish trust with lending, operations, and executive leaders.
  • Commercially Minded
  • You recognize that customer success is ultimately measured through retention, expansion, customer outcomes, and long-term revenue growth.
  • Strategic
  • You can move comfortably between executive-level discussions and operational execution.
  • Process Builder
  • You enjoy creating structure, implementing best practices, and building scalable operating models.
  • Relationship Driven
  • You naturally build strong executive relationships and become a trusted advisor to customers.
  • Collaborative
  • You work effectively across Product, Engineering, Delivery, Support, and Sales to solve customer challenges and drive business results.
  • Calm and Solutions-Oriented
  • You navigate customer challenges with professionalism, confidence, and sound judgment.

Why Join Us

This is a rare opportunity to shape and lead the Customer Success function for a growing fintech company serving a highly specialized and relationship-driven market.

You will play a critical role in protecting recurring revenue, driving customer growth, influencing product direction, and helping define the next chapter of the company's success.

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