Head of Customer Success | Bankrate

*This role is open to remote or hybrid candidates, with hybrid being central to our Charlotte, NC area or New York, NY offices

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 institutions—including 8 of the 10 largest banks—along 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.  You will oversee the entire customer portfolio, including over 300 major financial institutions, including 8 of the 10 largest banks, advertising partners (financial institutions) and major enterprise-level distribution partners/strategic relationships.

You'll also champion the expansion of relationships—proactively identifying opportunities for mutual growth, deepening engagement, and increasing value for both Bankrate and its partners. Additionally, you'll drive world-class customer satisfaction, retention, and long-term success by fostering an environment where partner and company goals are aligned.

The VP 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 VP to mentor and develop high-potential individuals, cultivating future leaders and scaling the organization into an enterprise-grade, top-performing team.

What You'll 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 teams—including 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 We’re 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.
  • Bachelor’s degree required; advanced degree (MBA or equivalent) preferred.

• Skills
• Exceptional relationship management, communication, and negotiation abilities—adept 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.

 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.  That’s 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:

Founded in 2000, Red Ventures (RV) is home to a diverse portfolio of industry-leading brands and businesses, strategic partnerships and proprietary technology, including Bankrate, Lonely Planet, The Points Guy, BestColleges and more. Together, RV helps millions of people worldwide make life’s most important decisions, accelerates digital adaptation, and innovates the online consumer experience by improving every step of the consumer journey from first discovery of information, throughout the decision-making process, to transactions. Headquartered south of Charlotte, NC, Red Ventures employs thousands of people across the US and Puerto Rico, with international offices in the UK and Brazil. For more information, visit https://redventures.com and follow @RedVentures on social platforms.

At Red Ventures, we believe diverse, inclusive teams are better. To help you better understand our core values and beliefs, we encourage you to watch this brief YouTube video: Our Belief Statements. This will give you insight into the principles that guide our work and our commitment to fostering an inclusive environment.

 We offer competitive salaries and a comprehensive benefits program for full-time employees, including medical, dental and vision coverage, paid time off, life insurance, disability coverage, employee assistance program, 401(k) plan and a paid parental leave program.

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 person's 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 accommodation@redventures.com. 

If you are based in California, we encourage you to read this important information for California residents linked here.

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