Customer Success Director

Job description

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. The Customer Success Manager (CSM), Corporate Lending, is responsible for driving customer adoption, value realization, and satisfaction across Finastra’s Corporate Lending solutions (Loan IQ, Trade, and Corporate Channels) This role owns the post-sale customer lifecycle , focusing on retention, customer health, and renewal readiness , while acting as a trusted advisor to banking clients. It balances high-touch engagement for strategic accounts with scaled, digital customer success approaches . Key Responsibilities Customer Outcomes & Adoption Drive adoption and ensure customers achieve business and operational outcomes Develop and maintain Customer Success Plans aligned to client goals Monitor usage and proactively identify risks or gaps Deliver enablement and training programs Manage escalations and coordinate issue resolution Act as a trusted advisor to customer stakeholders Retention & Renewal Readiness Own customer health and proactively mitigate churn risk Prepare accounts for successful renewals Partner with Sales on renewal execution and forecasting Expansion Identification Serve as primary post-sales contact Identify and support upsell and cross-sell opportunities aligned to customer needs Customer Engagement & Experience Execute onboarding, success reviews, and executive engagements Ensure consistent, high-quality customer experience Provide visibility on progress, risks, and next steps Digital, AI & One-to-Many Success Leverage digital programs and AI-driven insights for engagement Support webinars, campaigns, and scalable enablement initiatives Balance high-touch and digital engagement models Cross-Functional Collaboration Collaborate with Product, Engineering, Support, and Services teams Provide customer feedback to support product improvements Contribute to internal knowledge sharing and best practices Key Metrics of Success Customer adoption and health Retention and renewal performance Customer satisfaction (NPS/CSAT) Time-to-value and engagement effectiveness Requirements & Qualifications Experience in Customer Success, Account Management, or Client Services (enterprise SaaS) Background in financial services, lending, or trade finance solutions Strong stakeholder management and analytical skills Excellent communication and presentation abilities Preferred Qualifications Experience with corporate lending or trade finance platforms Familiarity with Customer Success tools and digital engagement models Exposure to SaaS transformation or platform modernization initiatives We are 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, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—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.