Vice President of Customer Success, Narmi
$225-265k
+ Equity + Equity bonus
Digital banking APIs for financial institutions
Job no longer available
Digital banking APIs for financial institutions
101-200 employees
Job no longer available
$225-265k
+ Equity + Equity bonus
101-200 employees
Company mission
To make world-class digital banking experiences accessible to everyone.
Role
Who you are
- 8+ years in a CS or customer-facing leadership role at a B2B enterprise, B2B SaaS-based or relevant technology company
- 5+ years of experience managing and building a customer-centric team
- Exceptional strategic thinking and problem-solving skills, with the intellectual depth and maturity to work with co-founders, industry C-Suite stakeholders, and other executive leaders and collaborators across the organization
- Passion for product-led customer success - our vision is to have a customer success organization that can actually help drive product outcomes, not just be a middle person
- Ability to efficiently prioritize, solve problems independently, and handle changing priorities in a fast-paced environment
- Ability to work with ambiguity and make connections on key strategic priorities across lines of business
- Ability to handle tough situations with confidence, ease and empathy
- Demonstrated executive presence and an ability to work with VP+ partners
- Excellent written and oral communication skills
What the job involves
- This role will report directly to the Co-Founder, and will serve on the leadership team as a key partner to a range of critical internal and external stakeholders
- Narmi is poised for continued growth and impact; building and strengthening our customer-facing team is critical for the organization's ability to deliver on its ambitious goals
- To that end, Narmi is seeking a VP of Customer Success to lead the day-to-day operations of the customer success organization, which functions to ensure customers maximize the investment they've made in our products, and to strengthen long-term customer relationships that expand over time
- The VP of Customer Success will be a metrics-driven strategic leader, who will develop engagement, success & retention programs that will directly drive revenue growth
- Team management and creating a culture of professional development from “within’ will be a critical component of this person’s responsibilities
- Grow and build a product-led Customer Success organization to ensure scalability as Narmi onboards new customers
- Own relationships with C-Suite, EVP, and SVP stakeholders at our financial institution customers
- Attract, hire and retain top talent to best service our customers. Create a culture of professional development from internal employees where people can build careers at Narmi
- Develop the right staffing model for Customer Success optimizing for customer happiness and scale
- Develop and scale a comprehensive customer success strategy that aligns with the company’s overall revenue goals and objectives
- Track and be held accountable for all relevant Customer Success metrics such as NRR, NPS, health score, product activation, churn and more
- Partner with product and engineering teams to translate customer feedback into specific product requirements and enhancements
- Handle customer escalations on an as-needed basis
Our take
The digitisation of the banking world, led by the likes of Monzo, Wise and N26 and adopted by legacy banks, threatens to leave smaller institutions behind. With over half of Americans doing most of their banking online, and just under half of the banking market share held by banks outside the top 15, Narmi is allowing its clients to close this gap.
Narmi provides cloud-based technology to credit unions, regional and community banks, allowing them to provide secure digital onboarding and e-banking to consumers and small businesses. Today, financial institutions with billions of dollars in deposits use Narmi to increase profitability, deposits, and accounts.
The company has decided to target the grassroots, with whom local banks are more popular, particularly older customers who have only recently turned to digital banking. This approach has won it the confidence of Greycroft, NEA and Picus Capital, who co-led its 2022 Series B funding round. Narmi is using these funds to continue its impressive growth through several high-profile partnerships with the likes of Treasury Prime and First Bank.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2022
$35m
SERIES B
Feb 2021
$20.4m
SERIES A
Total funding: $55.5m
Company benefits
- 401K matching
- Medical, dental, & vision insurance
- Student loan repayment assistance
- Family planning
- Volunteering time off
- Learning and development stipend
- Fitness & extra-curricular credits
- Commuter benefits
- Work from home stipend
- Work from anywhere August
- Team events, happy hours, & celebrations
Company HQ
NoMad, New York, NY
Leadership
Chris Griffin
(Co-Founder)Studied Finance and Operations at Georgetown. Worked as a Summer Analyst at Barclays and founded Undergrad Media whilst still a student. Joined Barclays's Equity Finance Trading division, and then moved to its Equity Synthetic Trading team. Co-founded Narmi in 2016.
Nikhil Lakhanpal
(Co-Founder)Studied Finance and Accounting at Georgetown. Spent 3 years at Citi as an Investment Banker before co-founding Narmi.
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