Vice President of Customer Success

Company Description

Linker Finance is a fintech company helping community banks grow in the digital age. We build core-agnostic technology that enables banks to launch modern digital banking experiences, streamline retail and business onboarding, and grow deposits without replacing their core systems.

Our platform supports online deposit account opening, business onboarding, digital banking, and relationship-building tools for both retail and commercial banking. By combining modern user experiences with the operational, compliance, and integration realities of community banks, Linker Finance helps financial institutions move faster, serve their customers better, and compete more effectively in an increasingly digital market.

We are building technology for a critical part of the financial ecosystem: the community banks that support local businesses, families, and communities across the country.

Role Overview

The Vice President of Customer Success is an executive leader responsible for ensuring customers achieve measurable business value, platform adoption, and long-term success across a complex, technology-driven ecosystem. This role owns the post-implementation customer lifecycle—from stabilization and adoption through renewals, expansion, and ongoing operational reliability. The VP of Customer Success brings strong technical and operational fluency, enabling effective partnership with engineering, product, DevSecOps, and production support teams. This leader balances relationship management with execution discipline, ensuring customer trust is built through delivery, reliability, and transparency.

Customer Success Strategy & Leadership

• Own the enterprise customer success strategy across adoption, retention, renewals, and expansion.

• Define scalable customer engagement models aligned to customer segments and platform complexity.

• Serve as executive sponsor and senior escalation point for strategic and enterprise customers.

• Ensure customer expectations are clearly set, actively managed, and consistently met.

• Establish success metrics and health indicators to proactively manage customer outcomes.

Customer Delivery, Programs & Execution

• Lead customer success, account management, and post-implementation delivery teams.

• Oversee customer-facing programs involving enhancements, integrations, and platform evolution.

• Establish disciplined operating rhythms for customer communication, risk management, and executive reporting.

• Partner with product and engineering to translate customer needs into actionable delivery plans.

• Ensure smooth coordination between customer success, implementation, and support teams.

Technical & Platform Partnership

• Act as a bridge between customers and engineering, ensuring technical requirements and constraints are well understood.

• Partner with product, platform engineering, and architecture teams on roadmap alignment and prioritization.

• Provide credible guidance to customers on integrations, APIs, platform capabilities, and best practices.

• Support technical discussions related to platform upgrades, configuration, and system interoperability.

Production Support, DevSecOps & Reliability

• Partner with DevSecOps, SRE, and production support teams to ensure stable, secure, and resilient

customer-facing platforms.

• Own customer-facing incident communication, escalation, and post-incident follow-up.

• Ensure strong monitoring, alerting, and operational readiness practices are in place.

• Drive continuous improvement initiatives based on incident trends, customer feedback, and operational data.

Revenue, Retention & Growth Management

• Own customer retention, renewal, and expansion outcomes.

• Partner with sales and finance on forecasting, renewals, and growth planning.

• Identify expansion opportunities through platform adoption and customer value realization.

• Ensure customer success operations scale efficiently while maintaining high satisfaction.

Qualifications & Experience

• 15 years of experience in customer success, account management, delivery, or platform operations.

• Proven executive leadership in B2B SaaS, fintech, or platform-based environments.

• Strong technical background across SaaS platforms, cloud environments, APIs, and integrations.

• Demonstrated experience partnering with engineering, DevSecOps, and production support teams.

• Experience managing enterprise customers in regulated or high-availability environments preferred.