Senior Customer Success Manager, Corporate Lending

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.

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