Enabling community financial institutions to win against Mega Banks and FinTechs.
The Role
The Director of Customer Success leads enterprise bank and credit union accounts, focusing on customer relationship management, growth, and satisfaction while mentoring a team and collaborating with Product and Engineering.
Summary Generated by Built In
About Us
Narmi is how community financial institutions unlock the very latest capabilities in digital banking, account opening, and lending so they can move faster, tap new growth opportunities, and be where banking is going. Since our founding, Narmi has enabled the movement of billions of dollars and the opening of hundreds of thousands of accounts for banks and credit unions across the U.S. The results speak for themselves: our customers have grown deposits, revenue, and customer satisfaction, with one of the first institutions powered by Narmi recognized by Bankrate and NerdWallet for delivering the #1 digital banking experience in the country.
The Director of Customer Success is the most senior relationship at each of our largest customer accounts. You own the renewal. You own the growth. You're the person a bank CEO calls when something big is happening, good or bad.
You'll partner with our Product and Engineering teams to turn customer feedback into the next version of Narmi. You'll coach a small team of Associate GMs who handle the day-to-day of your accounts. And you'll carry real commercial accountability for Net Retention, expansion, and customer satisfaction.
This is a hands-on job in a lean company. You'll have real ownership, real autonomy, and real leverage to shape how Narmi shows up for its customers. You'll also answer hard questions from executives who are trusting us with one of their most strategic initiatives.
- Own a book of enterprise bank and credit union accounts: strategy, relationship, renewal, expansion.
- Become the trusted advisor to C-suite and SVP stakeholders at your customers. CEOs, CFOs, and Chief Digital Officers are your people.
- Drive measurable outcomes for your customers: digital deposit growth, account opening, operational efficiency, and product adoption.
- Lead renewal, extension, and expansion conversations that contribute directly to Narmi's top-line growth. Track what matters: Net Retention Revenue, NPS, feature adoption.
- Coach, mentor, and develop Associate GMs on your pod. Help build the best practices that will scale our team.
- Work closely with Product and Engineering to translate customer feedback into clear, actionable product requirements.
- Use product data to spot risks early, surface growth opportunities, and make the case for what to do next.
- 7+ years of experience owning customer relationships, retention, and revenue outcomes in a high-growth environment (B2B SaaS, fintech, marketplace, or similar).
- A track record of being promoted inside the companies you've worked at. You earn trust and keep getting more of it.
- A history of scaling something from zero. A team, a process, a book of business, or a whole function.
- Experience managing and developing people, including having hard conversations when the situation calls for it.
- Strong cross-functional instincts, especially with Product and Engineering. You know how to turn customer feedback into something a PM can actually build.
- Comfort with both the C-suite strategy conversation and the detailed operational one.
- Strong organizational skills and the ability to hold many priorities at once without dropping any of them.
- Fluency with data. You don't wait for someone to pull a report before you have a point of view.
- Prior experience with financial institutions or regulated industries is helpful but not required. Our best GMs learned the banking context on the job.
- High trust. We're honest with each other and assume good intent. That's how we move fast.
- A roll-up-your-sleeves mentality. Nobody here is too senior to do the work.
- Customer obsession. Their wins are our wins. Their problems become our problems, fast.
This role’s expected annual base salary is $160,000 - 180,000. Base salary is only part of your total compensation. In addition to base salary, you will receive an equity option grant, and are eligible for performance-based cash, equity bonuses and an annual variable compensation plan. Compensation included in an offer will be commensurate with the candidate’s skills, experience and geographic location. Compensation ranges for candidates located outside of New York City may differ. You will also receive a full benefits package.
We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other's assumptions with fresh perspectives. To that end, we actively seek a diverse pool of applicants, including those from historically marginalized groups.
Please note that all correspondence related to this role will come directly from Narmi (email addresses ending in @narmi.com or @narmitech.com), and not a third party. If you receive correspondence from an individual claiming to represent Narmi please let us know immediately at [email protected].
The base pay range for this role is $160,000 – $180,000 per year.
At Narmi, how we work is just as important as what we build. We call this The Narmi Standard:
- High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care.
- Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity.
- Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal.
- High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others.
We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other's assumptions with fresh perspectives. To that end, we actively seek a diverse pool of applicants, including those from historically marginalized groups.
Please note that all correspondence related to this role will come directly from Narmi (email addresses ending in @narmi.com or @narmitech.com), and not from a third party. If you receive correspondence from an individual claiming to represent Narmi please let us know immediately at [email protected]
Skills Required
- 7+ years of experience in customer relationships, retention, and revenue outcomes
- Experience in high-growth environments like B2B SaaS or fintech
- Track record of promotions and trust earned in prior companies
- Experience managing and developing people
- Strong cross-functional instincts with Product and Engineering
- Strong organizational skills to manage multiple priorities
- Fluency with data analysis
- Experience with financial institutions is a plus
What the Team is Saying
Junel
Product Operations
Tay
Implementations
Thomas
Engineering
Santiago
Customer Success
Christian
Product Operations
Narmi Compensation & Benefits Highlights
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Parental & Family Support — Company materials highlight family‑planning benefits and generous parental leave with distinct primary/secondary caregiver durations. Related programs like a return‑to‑work pathway indicate attention to practical support for caregivers.
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Flexible Benefits — Work‑from‑anywhere in the U.S., hybrid options for NYC teams, and home‑office support suggest adaptable arrangements aligned to role and location. A stipend for remote setup and clear remote expectations reinforce flexibility.
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Wellbeing & Lifestyle Benefits — Student‑loan repayment matching, learning and development stipends, volunteering time off, fitness/extracurricular credits, and commuter benefits broaden support beyond core coverage. These elements can meaningfully enhance total rewards depending on personal needs.
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The Company
What We Do
By providing one unified platform where FI's can manage the end-to-end customer journey, Narmi securely drives primacy, customer growth, and efficiency. We unlock the very latest solutions in account opening and digital banking to allow our customers to reach their goals. Since our founding, Narmi has moved billions of dollars and opened hundreds of thousands of accounts for banks and credit unions across the US. As a result, our customers have seen meaningful increases in deposits, revenues, and satisfaction. In fact, one of the first financial institutions to leverage Narmi was recognized by Bankrate and NerdWallet for providing the #1 digital experience for a bank or credit union in the US.
Why Work With Us
We're solving problems that have gone on for decades by bringing institutional and consumer banking together. We believe that creating a better online banking experience comes from collaboration and teamwork, and we're having a lot of fun doing it.
Gallery
Narmi Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Narmi values flexibility, letting employees work where they’re most productive. NYC-based teams have two monthly in-office days, fostering in-person collaboration and a stronger team dynamic while supporting a balanced, productive work environment.
Typical time on-site:
Flexible
New York, NY
Located just north of Madison Square Park, our office is at the center of NYC’s fintech scene—easily accessible from Manhattan, Brooklyn, Queens, and Jersey City, making it convenient for team members across the city.
