Customer Success Manager

Who are we? At Finastra, we're a global leader in financial services software, dedicated to expanding access to financial services and shaping what's next for the industry. Our technology powers mission-critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world's top 50 banks, in more than 110 countries. What will you contribute? The Customer Success Manager, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra's Retail Lending solutions - LaserPro and Mortgage Bot. The CSM owns the post-sale customer experience through renewal readiness, acting as a trusted advisor to customer stakeholders while proactively managing adoption, risk, and outcomes. This role focuses on retention, customer health, and lifecycle execution, operating within a structured, metrics-driven Customer Success model that blends high-touch engagement for strategic customers with scaled, digital, one-to-many motions for broader segments. Responsibilities & Deliverables Customer Outcomes & Adoption - Drive customer adoption of Finastra's Retail Lending platforms to ensure realization of intended business and operational outcomes. Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities. Proactively monitor product usage, adoption trends, and outcome attainment across assigned accounts. Deliver targeted enablement, training, and adoption programs. Identify and manage risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner. Serve as a trusted advisor to operational and executive stakeholders at customer institutions. Retention & Renewal Readiness - Own customer health for assigned accounts, proactively identifying and mitigating retention risk. Prepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution. Partner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy. Participate in renewal forecasting and retention reporting. Expansion Identification - Serve as the primary post sales point of contact and trusted advisor. Recognize & communicate the value of additional Finastra solutions in line with customer strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver. Customer Engagement & Experience - Develop and execute Customer Success Action Plans for assigned accounts. Execute structured engagement models, including onboarding support as customers move from implementation to production, regular success reviews, and executive business reviews as appropriate by segment. Manage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues. Ensure consistent, high-quality customer experiences across the lifecycle. Provide visibility into performance, risks, and upcoming steps. Digital, AI & One-to-Many Success Leverage digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale. Use AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risk. Contribute to the development and execution of one-to-many initiatives such as webinars, enablement content, and automated value messaging. Balance high-touch and digital engagement models based on customer segment, complexity, and risk. Cross-Functional Collaboration Work closely with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes. Provide structured customer feedback to inform product improvements and roadmap priorities. Advocate internally for customer needs while aligning with Finastra's operating and compliance standards. Contribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business. Communicate process/ tools/ systems improvement opportunities to the Customer Success Operations team. Embed AI into project delivery to drive productivity, automate routine activities, strengthen decision quality through trusted data, and deliver continuous process improvement while applying appropriate human judgement. Key Metrics of Success Customer health and adoption metrics Gross retention and churn for assigned accounts / portfolio Renewal readiness and forecast accuracy Time-to-value and onboarding effectiveness Customer satisfaction (NPS / CSAT) Engagement effectiveness across high-touch and digital motions Required Experience & Qualifications Proven experience in Customer Success, Client Services, or Account Management within enterprise SaaS. Experience supporting financial services, lending platforms, or other regulated enterprise software. Proven ability to manage complex customer relationships and influence multiple stakeholders. Strong analytical skills with experience using customer health, usage, and engagement data. Excellent communication and executive presentation skills. Preferred Qualifications Experience with lending, credit, or core banking platforms. Familiarity with Customer Success platforms and digital engagement tools. Experience working within scaled or segmented Customer Success models. Exposure to SaaS transformations, cloud migrations, or platform modernization initiatives. Benefits and Incentives We're proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for: Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave. Well-being: Access confidential one-to-one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive - inside and outside of work. Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits. Sustainability: Paid time off for volunteering and donation-matching opportunities to support causes that matter to you. Inclusion: Get involved in our inclusion communities, such as Count Me In, View email address on click.appcast.io, View email address on click.appcast.io, View email address on click.appcast.io, and View email address on click.appcast.io - open to everyone who wants to participate and contribute. Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool. Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working. *Specific benefits may vary by location. At Finastra, each individual is unique - bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves. Be unique. Be exceptional. Help us make a difference at Finastra. Location and Availability Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California. Company Culture and Opportunities At Finastra, our team members are the driving force behind everything we do. We're building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you'll play a pivotal role in delivering software solutions that redefine what's possible in financial services. We believe growth is a shared commitment. That's why we offer a rich ecosystem of learning - from hands-on training and mentorship to leadership development and industry certifications. You'll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future. Our career development isn't just a program—it’s a promise. With access to cutting-edge tools, a culture of collaboration, and a community that champions your success, you'll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together - that's how we shape what's next in finance. We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area. Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives. Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth. With us, you can grow, innovate, and make a real impact. At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well-being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives. Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture. At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work. 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