Director, Customer Success and Partnerships Full Time NEW

Director, Customer Success and Partnerships

Realta U.S. – Remote

Realta is transforming how businesses manage risk in the fast-moving world of payments through the development of a new risk management platform. Our platform helps payment solutions providers and financial institutions navigate complex risk and operational challenges through automation, advanced data, real-time analytics, and intuitive workflows leveraging state of the art machine learning and agentic AI.

Joining our team means working with a group of innovators focused on defending the financial ecosystem from criminals and malicious actors. As a key member of the commercial team, you will be both a strategic leader and a hands-on practitioner. You will define the customer success and partnerships framework and establish scalable processes.

You will partner with the sales and functional teams to represent the voice of the customer post sales to help drive and maintain revenue. Partnering closely with product and marketing leadership, you will refine market positioning, strengthen the go-to-market strategy, and cultivate a solutions-focused, customer-centric sales culture that is tightly aligned with the company’s values

What you’ll do:

Customer Success

• Own and manage a portfolio of accounts, driving adoption, retention, and net revenue expansion across Realta’s AML, Transaction Risk, and Credit Risk solutions
• Lead the end-to-end customer onboarding relationship, working closely with sales, implementation and product teams to ensure seamless deployment and time-to-value.
• Lead regular business reviews and health checks, translating platform data and usage analytics into actionable recommendations for clients
• Develop deep expertise in Realta’s product suite and the regulatory landscape to act as a trusted advisor to compliance, risk, and operations teams of clients and partners
• Partner with sales leadership to identify upsell and cross-sell opportunities across the platform to drive expansion revenue
• Serve as the voice of the customer internally, providing structured feedback to Product, Engineering, and Data Science to strategically influence the roadmap
• Develop and monitor customer health metrics and proactively address risks to retention, escalating issues when necessary and driving resolution
• Build and maintain success plans tailored to each account’s compliance objectives, risk appetite, and growth trajectory
• Champion best practices in AML screening workflows, transaction monitoring rule tuning, and credit risk onboarding processes
• Track and report on KPIs including time-to-value, on-time delivery rate, client satisfaction scores, and resource utilization

Partnerships

• Develop and maintain strategic relationships with third-party partners, vendors, and service providers to ensure seamless delivery of customer solutions
• Serve as the primary liaison between Realta, customers and external partners, coordinating cross-organizationally to resolve issues and drive outcomes
• Evaluate partner performance against SLAs and customer satisfaction metrics, escalating concerns and recommending improvements as needed
• Collaborate with internal stakeholders to identify partnership opportunities that enhance the customer experience and expand service offerings
• Manage partner onboarding and enablement to ensure alignment with company standards, processes, and customer expectations
• Oversee API integrations, data migrations, and third-party system connectivity, working directly with client IT and engineering teams.

What we need from you:

• Bachelors Degree in a related field
• Minimum eight (8) years in a Customer Success, Account Management, or Client Services role within B2B SaaS, preferably in Risk Management, FinTech, RegTech, or financial services.
• Working knowledge of AML/KYC regulations, transaction monitoring, credit risk assessment, or broader financial compliance frameworks.
• Experience with customer success platforms (e.g., Gainsight, ChurnZero, Totango) and CRM tools (e.g., Salesforce, HubSpot).
• Prior experience working with risk or compliance SaaS platforms at a vendor, client or consultancy.
• Experience with managing complex projects, collaborating with cross functional teams.
• Experience working with product, design, and engineering to prioritize, scope, design, and deploy AI/ML models.
• Familiarity with APIs, data integrations, and technical onboarding workflows with an emphasis on third party integrations.
• Proven track record of managing client relationships with strong retention and expansion results.
• Ability to perform root cause analysis and apply systemic problem-solving skills to generate requirements for product and engineering teams.
• Demonstrated ability to build strong working relations with peers, colleagues and with remote based teams with individuals at all levels of the organization.
• Excellent communication and presentation skills with the ability to engage both technical and executive audiences with the ability to arrive at strategy and solutions to address requirements.
• Strong analytical mindset; comfortable using data to drive decisions and demonstrate ROI to customers.

How to stand out (Preferred):

• CAMS (Certified Anti-Money Laundering Specialist) certification, Certified Fraud Examiner or equivalent compliance or fraud credentials

Travel Requirements: Up to 25%

What we offer:

• Medical, Dental, & Vision Coverage
• Flexible Paid Time Off
• 401(k) + Match
• Mental Health Support & Well-Being Program
• Paid Maternity & Paternity Leave
• Education Assistance
• Company-funded Lifestyle Spending Account

Salary range: $125,000-$200,000

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

Who we are:

Realta is designed to protect the entire payment lifecycle end to end, from intelligent onboarding through sophisticated fraud and money laundering detection, enabling confident decisions on individuals, transactions, and entities at scale. This technology not only safeguards transactions but also unlocks growth by giving customers the confidence to move faster.

At Realta, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.