Manager, Customer Success, Banking

📋 Description

• • Alkami Technology, a leading cloud-based digital banking solutions provider, is seeking a dynamic and experienced Manager, Customer Success, Banking to lead a team of Client Success Managers (CSMs). This role is crucial in delivering exceptional, personalized, and proactive client experiences, ensuring our financial institution clients transform their digital banking capabilities. You will report to the Director of Client Success Management and collaborate closely with sales leaders to champion the overall success of the client portfolio.
• • As a Manager, Customer Success, you will be instrumental in building operational rigor within your team, providing expert coaching, and fostering strong relationships with Alkami leaders. Your leadership will directly contribute to enhancing the overall client success experience. You will actively participate in and lead key initiatives during weekly, monthly, and quarterly team meetings and training sessions. A core responsibility will be to measure and analyze Key Performance Indicators (KPIs) to define and drive success metrics for your team and clients.
• • You will act as a product expert and value consultant, guiding your team to understand deeply our customers’ objectives and become strategic advisors. A key focus will be on defining, driving, and demonstrating the Return on Investment (ROI) delivered within your book of business. Your team will be experts in best practices that lead to successful client outcomes through effective customer management, aiming for high levels of customer satisfaction and an outstanding client experience, particularly within the context of Digital Bank Conversations and the deployment of Digital Banking Platforms.
• • Optimizing the customer journey for your region’s “Red Carpet Success” customers is paramount. This includes personally managing escalations from your direct reports and adhering to a methodical escalation process to executive leadership. You will manage regional lifecycle processes, such as customer touchpoints, executive sponsor programs, reference and advocacy initiatives, risk management, and value frameworks. Your role will foster a company-wide culture of Customer Success and drive alignment with regional sales leadership and client sales executives.
• • You will be empowered to take ownership of important decisions in the absence of senior leadership and confidently navigate a fast-paced platform environment with frequent updates and changes. Your team will be accountable for key metrics including verified outcomes, value delivered, product adoption metrics, referenceability and advocacy, Customer Net Promoter Score (NPS), employee NPS and team member satisfaction, and expertise in deploying digital banking platforms and the Alkami platform itself.
• • Mentoring, coaching, and inspiring a world-class team is a significant aspect of this role. You will cultivate a culture of customer delight, set clear performance expectations, and provide constructive feedback. Establishing training and mentoring programs to foster team growth, communicating and incentivizing high performance, and managing underperformers are essential. You will have experience setting and managing KPIs and growth plans for team members.
• • Achieving process, operational, and organizational excellence is a continuous goal. You will be a data-driven decision-maker, responsible for communicating metrics to stakeholders weekly. Identifying opportunities for continuous improvement and collaborating with CSSO leadership to drive process enhancements and operational efficiencies will be key. You will ensure customer success is the single source of truth for customer health and promote the adoption of key Alkami processes. Setting goals, tracking progress, and utilizing dashboards to measure customer success are critical functions.
• • This role requires a proactive approach to client management, ensuring that financial institutions leverage Alkami’s solutions to their fullest potential, driving digital transformation, and achieving their strategic business objectives. You will be a key player in Alkami's mission to empower clients to grow confidently, adapt quickly, and build thriving digital banking communities.