Senior Customer Success Manager, Corporate Lending

Senior Customer Success Manager, Corporate LendingAt 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.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 DeliveryDrive adoption, value realization, and customer outcomes across assigned portfolioEnsure consistent execution of Customer Success Plans aligned to customer objectivesMonitor customer health, usage trends, and outcome attainment at a portfolio levelAct as escalation owner for high-risk or high-impact customer issuesServe as executive sponsor for selected strategic accountsIdentify 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 mannerCustomer Engagement & ExperienceDevelop and execute Customer Success Action Plans for assigned accountsLead structured engagement models including onboarding, success reviews, and executive business reviewsEnsure a consistent and high-quality experience across all customer interactionsProvide clear visibility to customers and leadership on progress, risks, and next stepsDrive improvements in time-to-value and customer lifecycle effectivenessProvide visibility into performance, risks, and upcoming stepsRetention & Renewal ExecutionOwn customer health performance across the assigned segmentProactively identify and mitigate churn risk using structured health frameworksIn conjunction with sales ensure customers are prepared for renewals through value demonstration and stakeholder alignmentPartner with Sales on renewal execution and forecasting, providing insight and risk assessmentsCustomer TransformationLead 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 platformsDrive adoption of new product capabilities and AI functionality across the customer basePartner with Professional Services and Product teams to support migration, implementation, and post-go-live adoptionIdentify transformation risks (technical, operational, stakeholder) and drive mitigation actionsTrack and report value realization from transformation programs, linking adoption to business outcomesChange Management & AdoptionEstablish 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 alignmentSupport customers in navigating organizational, operational, and regulatory impacts of platform changeReinforce adoption through health metrics, usage tracking, and targeted interventionsCross-Functional CollaborationPartner with Product, Engineering, Support, and Professional Services to resolve customer issuesProvide structured customer feedback to inform product improvementsAct as a key interface between Customer Success and the wider Lending organizationSupport alignment across customer lifecycle functions to ensure a unified experienceContribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider businessCommunicate process/ tools/ systems improvement opportunities to the Customer Success Operations teamExpansion & Commercial SupportServe as the primary post sales point of contact and trusted advisorRecognize & communicate the value of additional Finastra solutions in line with customer strategic priorities.Identify expansion opportunities across Lending solutions within the portfolioSupport Sales in upsell and cross-sell execution through customer insight and opportunity development and work in partnership to deliverEnsure services, success and support teams are aligned to commercial priorities and opportunitiesContribute to Net Revenue Retention through strong customer engagement and value deliveryKey Metrics of SuccessCustomer adoption and health (portfolio level)Gross retention and churn reductionRenewal readiness and forecast accuracyCustomer satisfaction (NPS / CSAT)Time-to-value and onboarding effectivenessEngagement effectiveness across high-touch and scaled modelsRequirements & Qualifications:Core Experience8–12 years of experience in Customer Success, Account Management, or Client Services (enterprise SaaS)3–5 years in people leadership or team management rolesProven ability to manage complex customer portfolios and drive retention outcomesBackground in financial services, lending, or trade financePreferred QualificationsExperience with corporate lending platforms (Loan IQ, Trade, Corporate Channels)Familiarity with Customer Success tooling and digital engagement modelsExposure to SaaS transformation, cloud migration, or platform modernizationLeadership & CapabilityStrong stakeholder management, including executive customer engagementExperience operating within structured, metrics-driven Customer Success modelsStrong analytical skills, with experience using customer health and usage dataEffective communication and presentation skills across technical and business audiencesThis 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.