Customer Success Director
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Key skills for this role
About the Role
Finastra seeks a Customer Success Director to lead customer success outcomes for Corporate Lending solutions including Loan IQ, Trade, and Corporate Channels. You will drive adoption, retention, and value realization for strategic customers.
Key Skills for This Role
Responsibilities
- Drive customer adoption, value realization, and business outcomes across a portfolio of Corporate Lending customers
- Develop and execute Customer Success Plans aligned to customer objectives and strategic priorities
- Monitor customer health, usage trends, and risk indicators, proactively addressing challenges and escalation management
- Lead customer engagements including onboarding, success reviews, and executive business reviews
- Partner with Sales teams to support renewals, increase retention, and identify expansion opportunities
- Act as a trusted advisor and executive sponsor for key strategic accounts
- Support customer transformation initiatives including cloud migration, platform modernization, upgrades, and SaaS adoption
- Drive adoption of new product capabilities and promote best practices for change management and user adoption
- Collaborate with Product, Engineering, Support, and Professional Services teams to resolve issues and improve customer outcomes
- Provide customer insights and feedback to influence product strategy and service improvements
- Contribute to revenue retention, customer satisfaction, and overall portfolio growth through effective customer engagement
Requirements
- 8+ years of experience in Customer Success, Account Management, Client Services, or similar customer facing roles within enterprise software/SaaS environments
- Proven success managing complex enterprise customer portfolios and driving retention and renewal outcomes
- Experience within financial services, corporate lending, banking technology, or trade finance
- Strong executive stakeholder management and customer engagement skills
- Demonstrated ability to operate within metrics driven Customer Success frameworks using customer health and adoption data
- Experience leading customer transformation initiatives, including cloud adoption, SaaS migrations, or platform modernization
- Excellent communication, presentation, and relationship building skills across technical and business audiences
- Strong analytical and problem solving capabilities with a proactive approach to risk management
- Experience with Corporate Lending solutions such as Loan IQ, Trade, or Corporate Channels is highly desirable
- Previous people leadership or team management experience is advantageous
Full Job Posting
Who are we?
- Finastra is a global leader in financial services software, dedicated to expanding access to financial services.
- Our technology powers mission critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers.
Job Responsibilities
- Drive customer adoption, value realization, and business outcomes across a portfolio of Corporate Lending customers.
- Develop and execute Customer Success Plans aligned to customer objectives and strategic priorities.
- Monitor customer health, usage trends, and risk indicators, proactively addressing challenges and escalation management.
- Lead customer engagements including onboarding, success reviews, and executive business reviews.
- Partner with Sales teams to support renewals, increase retention, and identify expansion opportunities.
- Act as a trusted advisor and executive sponsor for key strategic accounts.
- Support customer transformation initiatives including cloud migration, platform modernization, upgrades, and SaaS adoption.
- Drive adoption of new product capabilities and promote best practices for change management and user adoption.
- Collaborate with Product, Engineering, Support, and Professional Services teams to resolve issues and improve customer outcomes.
- Provide customer insights and feedback to influence product strategy and service improvements.
- Contribute to revenue retention, customer satisfaction, and overall portfolio growth through effective customer engagement.
Required Skills
- 8+ years of experience in Customer Success, Account Management, Client Services, or similar customer facing roles within enterprise software/SaaS environments.
- Proven success managing complex enterprise customer portfolios and driving retention and renewal outcomes.
- Experience within financial services, corporate lending, banking technology, or trade finance.
- Strong executive stakeholder management and customer engagement skills.
- Demonstrated ability to operate within metrics driven Customer Success frameworks using customer health and adoption data.
- Experience leading customer transformation initiatives, including cloud adoption, SaaS migrations, or platform modernization.
- Excellent communication, presentation, and relationship building skills across technical and business audiences.
- Strong analytical and problem solving capabilities with a proactive approach to risk management.
- Experience with Corporate Lending solutions such as Loan IQ, Trade, or Corporate Channels is highly desirable.
- Previous people leadership or team management experience is advantageous.
Benefits
- Flexibility: Unlimited vacation, hybrid working, inclusive policies.
- Well being: Employee Assistance Program, Wellbeing Champions, Gather Groups.
- Health & Financial Security: Medical, life and disability insurance, retirement plans.
- Sustainability: Paid time off for volunteering and donation matching.
- Inclusion: Inclusion communities such as Count Me In, Culture@Finastra, Proud@Finastra, etc.
- Career Development: Online learning and accredited courses via Skills & Career Navigator tool.
- Recognition: Global recognition program Finastra Celebrates and employee surveys.
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