Lead 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 Lead Customer Success Manager combines hands‑on account management with team leadership to drive strong customer outcomes and consistent execution across the Customer Success function. In this role, you will manage a small team of Customer Success Managers while directly supporting key customer accounts, ensuring customers achieve value from Finastra’s solutions and services. You will partner closely with Account Executives across the customer lifecycle. Responsibilities & Deliverables Manage, coach, and support a team of Customer Success Managers, providing guidance on account strategy, prioritization, and customer engagement. Conduct regular 1:1s, provide performance feedback, and support ongoing development of team members. Own a small portfolio of customer accounts, driving adoption, value realization, and retention. Ensure your team delivers consistent execution of Customer Success Plans aligned to customer goals and Finastra value propositions. Support CSMs in managing customer relationships, including risk identification, escalations, and renewal readiness. Partner with Sales on account planning and identify cross‑sell and up‑sell opportunities. Build strong working relationships with internal stakeholders across Sales, Support, Services, and Product. Monitor customer health, usage, and adoption metrics across team accounts; ensure accurate tracking and reporting. Step in as needed to support escalations and ensure timely resolution of customer issues. Promote best practices, knowledge sharing, and continuous improvement within the team. Contribute to a customer‑first culture focused on accountability, consistency, and value delivery. Required Skills & Experience Experience in Customer Success, account management, consulting, or a similar customer‑facing role. Prior experience leading or mentoring others, with demonstrated ability to support team development and performance. Strong customer management skills with experience driving adoption, retention, and customer satisfaction. Ability to balance individual account responsibilities with team leadership. Strong communication and interpersonal skills, with the ability to influence and build relationships with internal and external stakeholders. Problem‑solving mindset with the ability to manage escalations and identify practical solutions. Organized and detail‑oriented, with the ability to prioritize across multiple customers and team needs. Commercial awareness and understanding of customer business drivers. Self‑starter with a strong sense of ownership and accountability. Benefits Unlimited vacation (subject to local regulations and business priorities). Hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave. Medical, life, and disability insurance, retirement plans, and other health and financial security benefits. Well‑being support through employee assistance programs, wellness champions, and monthly wellbeing initiatives. Career development resources including online learning, accredited courses, and leadership development programs. Recognition programs and inclusive employee communities. Sustainability initiatives such as paid time off for volunteering and donation‑matching opportunities. Applicants must be located in the posted location or their immediate surrounding area. This position is not available to current residents of New York City or California. Finastra is an equal‑opportunity employer. The company privacy policy can be found here: Finastra Privacy Policy. #J-18808-Ljbffr US1 Finastra Technology, Inc