At Finastra, we’re a global leader in financial services software, dedicated to expanding 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. We are looking for 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.
About the Role
Responsibilities include driving customer adoption, value realization, and business outcomes across the portfolio; developing and executing Customer Success Plans; monitoring customer health, usage trends, and risk indicators; leading account engagements; supporting renewals and expansion; ensuring customer transformation initiatives; and collaborating with cross‑functional teams.
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 (subject to local regulations), hybrid working arrangements, and inclusive paid time off policies.
- Well‑being: Employee Assistance Program, Wellbeing Champions, Gather Groups, and monthly events to support overall health.
- Health & Financial Security: Medical, life and disability insurance, retirement plans, and other benefits.
- Sustainability: Paid time off for volunteering and donation‑matching opportunities.
- Inclusion: Inclusion communities such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra.
- Career Development: Online learning and accredited courses via the Skills & Career Navigator tool.
- Recognition: Global recognition program ‘Finastra Celebrates’ and regular employee surveys.
- Specific benefits may vary by location.
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