Senior Banking Customer Success Manager

About Onsetto

At Onsetto, we're building more than technology, we're building the future of business banking.

Trusted by financial institutions across the country, Onsetto is helping banks grow deposits, win operating relationships, and transform how they serve businesses. Following our recent $9 million seed funding round, we're entering an exciting new phase of growth and looking for ambitious, entrepreneurial people who want to help shape what comes next.

Position Summary

The Senior Banking Customer Success Manager owns complex and strategically important relationships with Onsetto bank and financial institution partners. The role is responsible for developing and executing sophisticated customer strategies, driving adoption and value realization, navigating complex stakeholder environments, and proactively managing customer health, risk, and retention.

The Senior Customer Success Manager operates with a high degree of autonomy and judgment, particularly when customer needs are ambiguous, stakes are high, or successful outcomes require coordination and influence across multiple customer and Onsetto stakeholders. The role builds trusted relationships with senior and executive customer stakeholders and contributes to the effectiveness of the broader Customer Success function by identifying patterns across customers, sharing expertise, and helping improve how Onsetto manages customer relationships and outcomes.

Position Responsibilities

Own Customer Relationships

• Own complex or strategically important customer relationships, developing and executing customer strategies based on each customer's goals, stakeholders, priorities, operating environment, and use of Onsetto.

• Build trusted relationships across customer organizations, including with senior and executive stakeholders, and navigate complex stakeholder dynamics when priorities or expectations differ.

• Anticipate changes in customer needs, priorities, or business conditions and adapt the customer strategy accordingly.

• Represent customer priorities internally and influence cross-functional decisions and action when customer outcomes require broader organizational support.

Drive Adoption & Value Realization

• Establish meaningful customer outcomes and measures of success and use them to shape account strategy and priorities.

• Develop and execute strategies to address complex adoption challenges, strengthen product utilization, and increase the value customers realize from Onsetto.

• Synthesize product usage, customer feedback, business outcomes, and customer context to identify patterns, opportunities, and barriers and determine appropriate action.

• Identify opportunities for customers to expand their use of Onsetto and partner with appropriate internal stakeholders to develop and advance upsell and expansion opportunities.

Manage Customer Health & Retention

• Assess and document customer health using adoption, engagement, stakeholder relationships, customer feedback, business context, and other relevant indicators, applying judgment where signals are incomplete or conflicting.

• Anticipate and address significant risks to customer value, confidence, or retention and develop strategies for complex or at-risk customer situations.

• Support strategically important or complex contract renewals by maintaining a clear view of customer health, value realization, stakeholder alignment, risks, and other factors affecting retention.

Lead Strategic Customer Engagement

• Lead recurring customer business reviews and other strategic conversations using documented customer health, outcomes, adoption, priorities, risks, and opportunities to guide discussion and align on future priorities.

• Build credibility with senior and executive customer stakeholders and lead difficult or high-stakes conversations when customer expectations, outcomes, or priorities require alignment.

• Translate customer insights and patterns into actionable input for Customer Success, Product, and broader company decision-making.

• Contribute beyond assigned accounts by sharing expertise, identifying recurring customer needs or challenges, and helping strengthen Customer Success practices and standards.

Required Experience

• At least 5 years of experience in Customer Success, account management, or a related customer-facing role managing ongoing, contractual B2B customer relationships.
• Experience in banking, fintech, or financial services is required.
• Demonstrated experience independently owning complex or strategically important customer relationships and their associated outcomes.
• Demonstrated experience developing and executing customer or account strategies that drive adoption, value realization, retention, or growth.
• Experience assessing customer health and successfully navigating complex, at-risk, or high-stakes customer situations.
• Experience building and maintaining relationships with multiple levels of customer stakeholders, including senior or executive stakeholders.
• Experience using customer, product, account, and business information to evaluate risks and opportunities and make strategic decisions.
• Strong written and verbal communication skills, including experience leading strategic business reviews and difficult or consequential customer conversations.
• Demonstrated ability to operate independently in ambiguous situations and influence outcomes across teams without relying on formal authority.

Preferred Experience

• Experience managing customer relationships with banks or other financial institutions, particularly in commercial banking or treasury management.
• Experience supporting SaaS or technology products where customer success depends on sustained product adoption and behavior change.
• Experience supporting complex contract renewals, upsells, or account expansion opportunities.
• Experience contributing to Customer Success practices, processes, frameworks, or standards beyond an individual customer portfolio.

Who We Are

We believe strong teams are built by people who:

• Take responsibility without waiting to be asked
• Maintain high standards for themselves and their work
• Focus on the priorities that matter most
• Execute consistently
• Track performance and learn from it
• Stay steady under pressure
• Care about producing meaningful results.
  
  

What You Can Expect

• The opportunity to take real ownership of your work and make a visible impact

• Broad hands-on experience across multiple areas of the business

• The ability to help shape processes, systems, and how the company operates

• Direct exposure to leadership and strategic decision-making

• A high-trust environment with low bureaucracy and meaningful responsibility

• A team that values accountability, clarity, consistency, and strong execution

• Flexible PTO

• Medical, dental, and vision coverage for eligible employees

• Access to HSA plan options

• Parental leave

• A remote-first environment with openness to hybrid collaboration as the company grows

• Opportunities for travel and industry exposure in customer-facing or go-to-market roles

• An environment best suited for people who want to build, improve, and contribute beyond a narrow job description

Finally

We are building a company for people who want to contribute at a high level, continue improving, and help shape how the organization grows over time. The pace is fast, expectations are real, and strong performance creates meaningful opportunities for growth and increased responsibility.