About FintechOS

FintechOS is the AI platform for financial product operations — purpose-built to help banks, credit unions, and insurers design, launch, and evolve financial products dramatically faster than traditional methods. Our platform sits above existing core systems, enabling institutions to modernize without rip-and-replace, and to innovate without rebuilding from scratch.

We serve 60+ financial institutions across North America, Europe, and Asia-Pacific — including Hanscom Federal Credit Union, Vibrant Credit Union, Groupe Société Générale, and Admiral Group — and partner with Microsoft, Deloitte, Finastra, and Fiserv. Headquartered in New York and London, FintechOS delivered 40% year-over-year revenue growth in 2023 and is profitable and scaling fast.

The Opportunity

This is not a traditional project management role.

While strong program governance is essential, your primary success metrics are customer retention, health, and expansion. You will be evaluated on Net Revenue Retention, renewal rates, and the quality of the strategic relationships you build — not on delivery milestones alone.

You will carry a portfolio of CEE accounts — predominantly banks and insurance companies undergoing significant platform transformation. You will operate at the intersection of program governance, executive advisory, and customer success, ensuring that every customer moves from initial implementation towards continuous platform evolution and measurable business value.

Core Responsibilities

Customer Retention & Strategic Relationship Management

• Own the strategic health of a portfolio of CEE accounts, acting as the senior FintechOS relationship owner across your customers’ leadership teams.
• Build and sustain trusted, long-term relationships with C-suite, CIO, COO, and transformation leadership within banks and insurance companies across the region.
• Conduct regular Executive Business Reviews that demonstrate measurable ROI, platform adoption progress, and a credible forward roadmap — positioning FintechOS as a strategic enabler, not a technology supplier.
• Proactively identify and close ‘value gaps’: situations where customers are underutilising their platform investment relative to their business ambitions.
• Manage at-risk accounts with structured recovery plans; escalate early with context, options, and a recommended path forward.

Expansion & Growth

• Identify and develop expansion opportunities within existing accounts — new product lines, business units, geographies, or platform capabilities — working closely with commercial and solution teams.
• Build a documented Phase 2 and Phase 3 roadmap for each account during the first year of engagement, creating a natural pipeline of expansion ARR embedded in the customer’s own transformation plans.
• Serve as the internal voice of the customer — bringing market intelligence, product feedback, and strategic signals from CEE customers into FintechOS product and commercial conversations.
• Translate upcoming FintechOS platform capabilities into compelling, customer-specific business cases that accelerate adoption and generate expansion revenue.

Transformation Oversight & Program Governance

• Provide senior governance leadership across large-scale financial services transformation programs — including core system replacements, digital product launches, and regulatory-driven modernisation initiatives.
• Establish and chair governance boards and steering committees, ensuring alignment between customer leadership, delivery partners, and FintechOS expertise throughout the transformation lifecycle.
• Maintain a rolling transformation roadmap for each account that is anchored to business outcomes, not just implementation milestones — and that extends well beyond go-live.
• Drive consistency and transparency across all workstreams: own RAID logs, decision registers, risk escalation protocols, and quarterly health reporting.
• Hold delivery partners and SI contributors accountable to commitments without direct line authority — through governance discipline, clear expectations, and structured escalation.
• Lead structured program health checks and post-milestone retrospectives that surface learnings and continuously raise the bar for delivery quality.

Platform Adoption & Value Realisation

• Track and improve platform adoption metrics across your portfolio — ensuring customers progress from initial implementation towards deep, broad utilisation of the FintechOS platform.
• Co-develop a dedicated FintechOS Centre of Excellence within customer organisations where appropriate, enabling internal capability building and sustainable platform ownership.
• Collaborate with FintechOS Solution Architects to ensure each customer’s technical environment is optimised for scalability, platform health, and long-term performance.
• Facilitate alignment between customer leadership and FintechOS product teams, ensuring the platform roadmap responds to real-world needs from the CEE market.

Regional Practice & Team Development

• Contribute to the evolution of FintechOS’s Customer Success methodology and playbooks for the CEE region, drawing on your direct account experience.
• Mentor junior colleagues in the Customer Success & Operations team; share expertise in financial services transformation to develop regional delivery capability.
• Support strategic pre-sales activities where required — including customer success scoping, proposal input, and participation in enterprise account planning for new CEE opportunities.

What We’re Looking For

Essential Experience

• 7+ years of experience in program management, customer success, or strategic account management within financial services — with a significant portion of that time spent working with banks, insurers, or financial institutions in the CEE region.
• Proven track record of leading or governing large-scale transformation programs — ideally involving complex technology implementations, platform rollouts, or core system modernisation.
• Core banking or insurance system replacement experience is a strong differentiator — you understand the organisational complexity, stakeholder dynamics, and technical sequencing that these programs demand.
• Demonstrable track record of growing and retaining strategic accounts — with outcomes measured by renewal rates, NRR, and expansion revenue, not only delivery milestones.
• Deep familiarity with the CEE financial services landscape — regulatory context, market dynamics, and the decision-making culture of large financial institutions in the region.
• Excellent English communication skills — written and verbal — at executive level. Proficiency in one or more CEE languages (Romanian, Polish, Czech, Hungarian, or similar) is a strong advantage.
• High ownership mentality: you operate with urgency, you take accountability for outcomes, and you do not wait to be told what needs attention.

Advantageous

• Experience working within or alongside a SaaS platform vendor — understanding of subscription economics, platform adoption cycles, and the transition from implementation to long-term customer success.
• Familiarity with Customer Success platforms (Gainsight, ChurnZero, or equivalent) alongside delivery tooling (Jira, Confluence, MS Project).
• Exposure to commercial or pre-sales processes in a technology or consulting context — comfortable contributing to renewal conversations and expansion business cases.
• Relevant certification: PMP, PRINCE2, or Certified Customer Success Manager — valued but not a prerequisite.

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