Customer Success Director
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Key skills for this role
About the Role
Finastra seeks a Customer Success Director for Corporate Lending to drive customer adoption, retention, and value realization across strategic accounts. The role involves developing success plans, monitoring health, leading engagements, and partnering with Sales, Product, and Support teams.
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
Full Job Posting
Who are we?
- At Finastra, we are a global leader in financial services software, committed to broadening access to financial services and shaping the future of banking.
- Our solutions support over 7,000 customers, including 80% of the world’s top 50 banks, across more than 110 countries, powering mission critical capabilities in Universal Banking, Payments, and Lending.
About the Role
- We are seeking a Customer Success Director – Corporate Lending to lead customer success outcomes across a portfolio of strategic customers using solutions including Loan IQ, Trade, and Corporate Channels.
- This role is responsible for driving customer adoption, retention, renewal readiness, and long term value realization while serving as a trusted advisor to customers and a key partner across Sales, Product, Professional Services, and Support teams.
- The successful candidate will combine strong customer relationship management, commercial acumen, and domain expertise in lending or financial services.
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: 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.
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