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, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra’s Retail Lending solutions - LaserPro and MortgageBot. 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
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.
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, Client Services, or Account Management within enterprise SaaS
- Experience supporting financial services, lending platforms, or other regulated enterprise software
- Ability to manage complex customer relationships and influence multiple stakeholders
- Strong analytical skills using customer health, usage, and engagement data
- Excellent communication and executive presentation skills
- 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
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.
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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.
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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.
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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.
