Head of Customer Success | Bankrate

In this role you will serve as the executive leader for Customer Success at Bankrate reporting directly to the Chief Commercial Officer (CCO). You will manage a portfolio of 300 major financial institutionsincluding 8 of the 10 largest banksalong with key advertising and enterprise-level distribution partners engaging directly with senior executives such as CMOs CEOs Heads of Performance Marketing and other C-suite leaders.

Youll also champion the expansion of relationshipsproactively identifying opportunities for mutual growth deepening engagement and increasing value for both Bankrate and its partners. Additionally youll drive world-class customer satisfaction retention and long-term success by fostering an environment where partner and company goals are aligned.

The Head of Customer Success will lead and scale high-performing customer success partner management and relationship development teams with a focus on delivering balanced sustainable growth for all parties. You will stand up and consolidate CRM systems establish systematic data reporting and KPI frameworks and instill a data-driven high-performance culture across customer success and partner management functions.

It will also be important for this leader to mentor and develop high-potential individuals cultivating future leaders and scaling the organization into an enterprise-grade top-performing team.

*This role is open to remote or hybrid candidates (East coast preference) with hybrid being central to our New York NY or Charlotte area offices. Must be able to work Eastern Standard Time hours.

What Youll Do:

• Customer Success Leadership
  • Develop and execute the strategy for customer success with a focus on retention expansion and advocacy among key partners.
  • Set the vision and strategy for the full customer lifecycle from onboarding through renewal and expansion.
  • Serve as the senior point of escalation and advocate for all partners and enterprise customers.

• Team Management & Development
  • Lead coach and scale cross-functional customer success teamsincluding account management partner onboarding support and relationship development.
  • Foster a high-performance culture grounded in customer-centricity accountability and operational excellence.
  • Mentor and develop future leaders within the customer success organization.

• Partner & Relationship Management
  • Oversee strategic relationships with financial institutions enterprise distributors and partners.
  • Design and implement scalable processes for onboarding supporting and growing customer and partner relationships.
  • Act as a trusted advisor to C-level stakeholders within partner organizations.
  • Proactively identify and pursue opportunities to expand existing relationships in ways that drive shared success.

• Cross-Functional Collaboration
  • Work closely with sales product data and marketing teams to ensure seamless delivery of solutions and fulfillment of partner needs.
  • Serve as the voice of the customer internally advocating for features and enhancements that drive mutual success.

• Metrics & Process Optimization
  • Establish and monitor success metrics (NPS retention growth satisfaction) to ensure Bankrate delivers measurable value to partners.
  • Continuously improve customer success processes and systems to support scale and efficiency

What Were Looking For:

• Experience
  • Minimum of 10 years in customer success account management or client services leadership preferably with oversight of financial institutions and/or enterprise partnerships.
  • Demonstrated success in building and scaling customer-facing teams with a track record of improving customer satisfaction and retention.
  • Experience managing multiple functional areas (onboarding account management partner support) across complex partner ecosystems.
  • Strong background in financial services ad tech SaaS CS preferred.
  • Preferred: experience working with or within the Home Lending / Retail Deposits industry.
  • Proven experience building strategic relationships with enterprise-level partners and C-suite executives.
  • Bachelors degree required; advanced degree (MBA or equivalent) preferred.

• Skills
• Exceptional relationship management communication and negotiation abilitiesadept at influencing internal and external stakeholders.
• Strategic and analytical thinker with a data-driven approach to measuring and driving customer success outcomes.
• Proven leadership in fast-paced dynamic environments with the ability to inspire coach and develop high-performing teams.
• High degree of customer empathy and commitment to partner advocacy.
• Strong project management and process optimization skills.
• Ethical collaborative adaptable and results-oriented.

Compensation:

• Compensation Range: $230000 - $345000 per year equity
• New York Compensation Range: $287500 - $431250 per year equity

*Note actual salary is based on geographic location qualifications and experience

Additionally the following benefits are provided by Red Ventures subject to eligibility requirements.

• Health Insurance Coverage (medical dental and vision)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• Paid Parental Bonding Benefit Program
• Flexible Paid Time Off (PTO): We believe time to rest and recharge is essential. Thats why we offer a generous and flexible PTO policy. Full-time employees accrue 20 days of PTO for a full calendar year annually with an increase to 25 days after five years of service.

Who We Are:

Bankrate is redefining the future of financial decision-making. For nearly five decades weve empowered tens of millions of consumers to make smarter financial choices and helped hundreds of leading financial institutions grow. Today were evolving from a marketplace into a next-generation technology platformunderpinned by proprietary data AI-driven innovation and deep enterprise integrations. With our track record of delivering consumers quantifiably better offersfor example on home loans where we lead the marketBankrate stands at the center of the $60B U.S. financial services acquisition opportunity. As we expand through omnichannel marketing and strategic partnerships and launch unique consumer product applications were building a more efficient personalized and connected financial ecosystemone grounded in trust. Join us as we transform five decades of credibility into the next era of financial technology.

Red Ventures is an equal opportunity employer that does not discriminate against any employee or applicant because of race creed color religion gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or any other basis protected by law. Employment at Red Ventures is based solely on a persons merit and qualifications.

We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process please contact

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