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) uses deep industry and product knowledge, business strategy insight, and strong account management skills to ensure customers achieve measurable value from Finastra’s solutions and services.
You will partner closely with Account Executives from presales through the full customer lifecycle. While AEs coordinate activity through the sales cycle, you own customer success from point of sale—driving adoption, value realization, customer satisfaction, and long‑term retention.
Working in collaboration with the broader BU CXO teams, you will help deliver an excellent customer experience and support Finastra’s strategic goals of improved retention, increased adoption, and customer value creation.
Responsibilities & Deliverables:Deliver Finastra’s success strategy in alignment with the defined success framework and coverage model.
Build strong internal partnerships across Sales, Support, Services, and Product to ensure a seamless and positive customer experience.
Lead proactive customer engagement from point of sale, establishing and maintaining a consistent cadence throughout the customer journey.
Develop Customer Success Plans that connect customer business goals with Finastra’s value propositions; define and track value realization and solution adoption.
Maximize value for customers by coordinating internal teams, sharing feedback, driving improvements, and highlighting success stories.
Partner with Services and Customer Support to ensure customers receive proper training and understand how to fully leverage available resources.
Identify cross‑sell and up‑sell opportunities aligned with customer strategy; collaborate with Sales to progress them.
Proactively identify risks within accounts; orchestrate and mediate escalation resolution by coordinating the right internal stakeholders.
Ensure clear tracking and reporting on adoption, usage, and customer health metrics.
Maintain strong customer relationships built on credibility, consistency, and value delivery.
Experience in a customer‑facing role such as consulting, customer support, or account management, including issue resolution and relationship management.
Demonstrated ability to build Customer Success Plans and deliver measurable outcomes (e.g., NPS results, retention).
Strong communication, presentation, and interpersonal skills, with the ability to influence, negotiate, and challenge stakeholders effectively.
Customer‑centric mindset with a passion for delivering excellence and driving customer value.
Ability to work autonomously, take ownership, and maintain accountability.
Design‑thinking mindset with strong root‑cause identification and problem‑solving capabilities.
Strong prioritization and reporting skills; ability to synthesize and communicate key insights.
Commercial and business acumen with the ability to understand and speak to customer business drivers.
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 uphold:
· Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
· Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
· Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
· Sustainability: Benefit from paid time off for volunteering and donation matching.
· DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
· Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
· Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and 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.
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.
