VP, Customer Success

Own retention, expansion, and long-term health of credit union and community bank accounts, setting NRR targets and building the CS operating cadence. Lead and develop CSMs, define the health scoring and renewal framework, and build scalable playbooks while preserving white-glove service. Serve as executive sponsor for high-risk accounts, partner with Sales on expansion strategy, and deliver CS input that shapes product and engineering roadmaps using dashboards and renewal forecasting.