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…