Head of Customer Success - Commercial Lending

The Head of Customer Success – Commercial Lending will lead customer engagement, retention, and revenue growth for a financial technology business serving commercial banking institutions. Reporting directly to executive leadership, this role will shape the customer success strategy and build scalable processes that strengthen long-term client relationships. You will leverage deep commercial lending expertise to help financial institutions maximize the value of their technology investments. The position combines strategic account leadership, customer success operations, and team development, with a strong focus on measurable business outcomes. You will partner across Product, Engineering, Implementation, and Account Management to improve customer adoption and satisfaction. This is an opportunity to influence business strategy, grow recurring revenue, and develop a high-performing customer success organization.

• At least 10 years of professional experience in commercial banking or commercial lending, including roles such as Commercial Lender, Relationship Manager, Credit Officer, Portfolio Manager, Chief Lending Officer, or Credit Administrator.

• Strong understanding of the commercial lending lifecycle, including loan origination, underwriting, credit analysis, approval processes, portfolio management, covenant monitoring, and loan servicing.

• Proven experience building and maintaining relationships with senior financial institution stakeholders, including banking executives, credit leaders, and C-suite decision-makers.

• Demonstrated success managing strategic customer relationships, retaining business, and identifying opportunities for account growth.

• Experience leading teams, establishing performance metrics, and implementing consistent operating processes.

• Strong commercial acumen and understanding of how customer retention and account expansion influence recurring revenue, profitability, and business growth.

• Excellent communication, presentation, and relationship management skills, with the ability to advise and influence senior executives.

• Experience in Customer Success, Strategic Account Management, Relationship Management, or Client Services is preferred.

• Experience working for a financial technology company, commercial lending software provider, banking technology organization, or consulting firm serving financial institutions is preferred.

• Familiarity with customer renewals, revenue retention, account expansion, and subscription-based business relationships is preferred.

• Knowledge of Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Annual Recurring Revenue (ARR) is an advantage.

• Experience developing customer engagement programs, account review processes, renewal forecasts, and customer health scoring frameworks is preferred.

• Understanding of Software-as-a-Service (SaaS) business models and subscription revenue structures is preferred.

• Previous responsibility for executive-level customer relationships and structured business review programs is an advantage.