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 Senior Customer Success Manager, 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. This role acts as a senior point of escalation for customers and internal teams, while also owning the success blueprint for a portfolio of strategic customers.
Responsibilities & Deliverables:
Customer Outcomes & Portfolio Delivery
- Drive adoption, value realization, and customer outcomes across assigned portfolio
- Ensure consistent execution of Customer Success Plans aligned to customer objectives
- Monitor customer health, usage trends, and outcome attainment at a portfolio level
- Act as escalation owner for high-risk or high-impact customer issues
- Serve as executive sponsor for selected strategic accounts
- 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
Customer Engagement & Experience
- Develop and execute Customer Success Action Plans for assigned accounts
- Lead structured engagement models including onboarding, success reviews, and executive business reviews
- Ensure a consistent and high-quality experience across all customer interactions
- Provide clear visibility to customers and leadership on progress, risks, and next steps
- Drive improvements in time-to-value and customer lifecycle effectiveness
- Provide visibility into performance, risks, and upcoming steps
Retention & Renewal Execution
- Own customer health performance across the assigned segment
- Proactively identify and mitigate churn risk using structured health frameworks
- In conjunction with sales ensure customers are prepared for renewals through value demonstration and stakeholder alignment
- Partner with Sales on renewal execution and forecasting, providing insight and risk assessments
Customer Transformation
- Lead Customer Success engagement for platform modernization initiatives (e.g., cloud adoption, platform upgrades, product consolidation)
- Ensure customers successfully transition from legacy deployments to modern, SaaS-enabled platforms
- Drive adoption of new product capabilities and AI functionality across the customer base
- Partner with Professional Services and Product teams to support migration, implementation, and post-go-live adoption
- Identify transformation risks (technical, operational, stakeholder) and drive mitigation actions
- Track and report value realization from transformation programs, linking adoption to business outcomes
Change Management & Adoption
- Establish structured approaches to customer change management and adoption (stakeholder alignment, communications, enablement)
- Act as thought leader for Customer Success community actively driving end-user adoption, behavioral change, and process alignment
- Support customers in navigating organizational, operational, and regulatory impacts of platform change
- Reinforce adoption through health metrics, usage tracking, and targeted interventions
Cross-Functional Collaboration
- Partner with Product, Engineering, Support, and Professional Services to resolve customer issues
- Provide structured customer feedback to inform product improvements
- Act as a key interface between Customer Success and the wider Lending organization
- Support alignment across customer lifecycle functions to ensure a unified experience
- 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
Expansion & Commercial Support
- 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.
- Identify expansion opportunities across Lending solutions within the portfolio
- Support Sales in upsell and cross-sell execution through customer insight and opportunity development and work in partnership to deliver
- Ensure services, success and support teams are aligned to commercial priorities and opportunities
- Contribute to Net Revenue Retention through strong customer engagement and value delivery
Key Metrics of Success
- Customer adoption and health (portfolio level)
- Gross retention and churn reduction
- Renewal readiness and forecast accuracy
- Customer satisfaction (NPS / CSAT)
- Time-to-value and onboarding effectiveness
- Engagement effectiveness across high-touch and scaled models
Requirements & Qualifications:
Core Experience
- 8–12 years of experience in Customer Success, Account Management, or Client Services (enterprise SaaS)
- 3–5 years in people leadership or team management roles
- Proven ability to manage complex customer portfolios and drive retention outcomes
- Background in financial services, lending, or trade finance
Preferred Qualifications
- Experience with corporate lending platforms (Loan IQ, Trade, Corporate Channels)
- Familiarity with Customer Success tooling and digital engagement models
- Exposure to SaaS transformation, cloud migration, or platform modernization
Leadership & Capability
- Strong stakeholder management, including executive customer engagement
- Experience operating within structured, metrics-driven Customer Success models
- Strong analytical skills, with experience using customer health and usage data
- Effective communication and presentation skills across technical and business audiences
This is a hybrid position with 2 days/week in office requirement (Sandy Springs, Atlanta).
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
- 8-12 years of experience in Customer Success, Account Management, or Client Services in enterprise SaaS
- 3-5 years of experience in people leadership or team management
- Experience managing complex customer portfolios and driving retention outcomes
- Background in financial services, lending, or trade finance
- Strong stakeholder management and executive customer engagement experience
- Experience operating within structured, metrics-driven Customer Success models
- Strong analytical skills using customer health and usage data
- Effective communication and presentation skills across technical and business audiences
- Experience with corporate lending platforms such as Loan IQ, Trade, or Corporate Channels
- Familiarity with Customer Success tooling 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.
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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.
