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 Director (CSD) – Corporate Lending is responsible for executing Customer Success strategy across a defined portfolio, region, or segment within Finastra’s Corporate Lending business (Loan IQ, Trade, Corporate Channels).
This role is accountable for delivering customer outcomes at scale—driving adoption, retention, and renewal readiness - while operationalizing a consistent, metric-driven Customer Success model.
The CSD acts as a senior point of escalation for customers and internal teams, while also owning the success blueprint for a portfolio of strategic customers.
- Drive adoption, value realization, and measurable customer outcomes across the assigned portfolio
- Execute Customer Success Plans aligned to customer objectives and business priorities
- Monitor portfolio health (usage, adoption, outcomes) and intervene proactively
- Own escalations for high-risk or high-impact issues, driving timely resolution across teams
- Act as executive sponsor for selected strategic accounts
- Develop and execute account-level Customer Success action plans
- Lead structured engagements (onboarding, success reviews, Executive Business Reviews)
- Deliver a consistent, high-quality customer experience across all touchpoints
- Provide clear visibility on progress, risks, and next steps to customers and leadership
- Improve time-to-value and lifecycle effectiveness across the portfolio
- Own customer health and retention performance for the assigned segment
- Proactively identify and mitigate churn risk using structured health frameworks
- Partner with Sales to drive renewal readiness through value articulation and stakeholder alignment
- Support renewal forecasting with clear risk assessments and insights
- Lead Customer Success engagement for transformation initiatives (cloud, upgrades, platform consolidation)
- Drive successful transitions from legacy to SaaS-enabled platforms
- Accelerate adoption of new capabilities, including AI-driven functionality
- Partner with Product and Professional Services on migration and post-go-live adoption
- Identify and mitigate transformation risks; track value realization linked to business outcomes
- Establish structured change and adoption frameworks (stakeholder alignment, enablement, communications)
- Drive user adoption, behavioral change, and process alignment
- Support customers through organizational and operational impacts of transformation
- Reinforce adoption through usage insights, health metrics, and targeted interventions
- Partner with Product, Engineering, Support, and Services to resolve issues and improve outcomes
- Provide actionable customer feedback to influence product enhancements
- Act as a key interface across Customer Success and the wider Lending organization
- Drive alignment across lifecycle functions to deliver a unified customer experience
- Contribute to internal enablement and continuous improvement initiatives
- Serve as the primary post-sales trusted advisor
- Identify and develop expansion opportunities aligned to customer strategy
- Partner with Sales on upsell and cross-sell execution
- Align services, success, and support teams to commercial priorities
- Contribute to Net Revenue Retention through strong engagement and value delivery
- Customer adoption and portfolio health
- Gross retention and churn reduction
- Renewal readiness and forecast accuracy
- Customer satisfaction (NPS / CSAT)
- Time-to-value and onboarding effectiveness
- Engagement effectiveness across customer segments
- Proven experience in Customer Success, Account Management, or Client Services within enterprise SaaS
- Demonstrated people leadership or team management experience
- Proven track record managing complex portfolios and delivering retention outcomes
- Experience within financial services, lending, or trade finance
- Experience with corporate lending platforms (e.g., Loan IQ, Trade, Corporate Channels)
- Familiarity with Customer Success tools and digital engagement models
- Exposure to SaaS transformation, cloud migration, or platform modernization
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.
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.
Skills Required
- Proven experience in Customer Success, Account Management, or Client Services within enterprise SaaS
- Demonstrated people leadership or team management experience
- Proven track record managing complex portfolios and delivering retention outcomes
- Experience within financial services, lending, or trade finance
- Experience with corporate lending platforms (e.g., Loan IQ, Trade, Corporate Channels)
- Familiarity with Customer Success tools and digital engagement models
- Exposure to SaaS transformation, cloud migration, or platform modernization
Finastra Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Finastra and has not been reviewed or approved by Finastra.
-
Leave & Time Off Breadth — Leave is positioned as flexible/“unlimited” in many roles, which can support work-life balance when team norms allow it. Hybrid/flexible working is also framed as a core part of the overall rewards experience.
-
Parental & Family Support — Parental leave is described as relatively generous in the US, with multiple references to roughly three months (or around 12 weeks) fully paid and equal leave for mothers and fathers. This is repeatedly highlighted as a meaningful component of the benefits package.
-
Wellbeing & Lifestyle Benefits — Wellbeing support is emphasized through offerings like an Employee Assistance Program and TaskHuman coaching, alongside volunteering time off and employee networks. These programs broaden total rewards beyond cash compensation.
Finastra Insights
What We Do
At Finastra our purpose is to unlock the power of finance for everyone & redefine finance for good. We’re the orchestrator of open finance; building and delivering innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. We’re one of the world’s largest FinTechs, working with over 9,000 customers including 90 of the top 100 banks globally. We’re creating a pioneering open platform that’s disrupting the financial industry, changing how financial software is developed and used. We believe in collaboration for innovation, to unlock the potential of people, businesses and communities. We have an unmatched portfolio of financial software and deliver mission critical solutions for financial institutions of all sizes, on premises or in the cloud. Our open architecture and platform approach embrace a wide ecosystem of partners and co innovators. Together we're leading the way in which applications are written, deployed and consumed in the world of financial services. Our people mission is to be the most loved and inclusive fintech company in the world; a mission we take seriously. DE&I factors into everything we do and every decision we make as a business. When you join Finastra, you open up a world of possibilities. With us, you can supercharge financial institutions, big tech and fintech while also building a more inclusive finance industry. We believe our people thrive when given the opportunity to be their authentic selves and we trust our people to work how, when and where they want; this is OPENworking. Our 2+ policy provides the perfect mix of focused work at home, coupled with the meaningful connection that comes from in person collaboration, coaching and community. We're rolling out a new programme where our people take as much leave as they need; we do not count vacation days and we trust our people to work in a way that suits them, when it suits them. Come join the future of Fintech, and make your world. OPEN.
