Customer Success Director

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 Customer Success Director (CSD) - 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.

The CSD 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 measurable customer outcomes across the assigned portfolio
• Execute Customer Success Plans aligned to customer objectives and business priorities
• Monitor portfolio health (usage, adoption, outcomes) and intervene proactively
• Own escalations for high-risk or high-impact issues, driving timely resolution across teams
• Act as executive sponsor for selected strategic accounts

Customer Engagement & Experience

• Develop and execute account-level Customer Success action plans
• Lead structured engagements (onboarding, success reviews, Executive Business Reviews)
• Deliver a consistent, high-quality customer experience across all touchpoints
• Provide clear visibility on progress, risks, and next steps to customers and leadership
• Improve time-to-value and lifecycle effectiveness across the portfolio

Retention & Renewal

• Own customer health and retention performance for the assigned segment
• Proactively identify and mitigate churn risk using structured health frameworks
• Partner with Sales to drive renewal readiness through value articulation and stakeholder alignment
• Support renewal forecasting with clear risk assessments and insights

Customer Transformation

• Lead Customer Success engagement for transformation initiatives (cloud, upgrades, platform consolidation)
• Drive successful transitions from legacy to SaaS-enabled platforms
• Accelerate adoption of new capabilities, including AI-driven functionality
• Partner with Product and Professional Services on migration and post-go-live adoption
• Identify and mitigate transformation risks; track value realization linked to business outcomes

Change Management & Adoption

• Establish structured change and adoption frameworks (stakeholder alignment, enablement, communications)
• Drive user adoption, behavioral change, and process alignment
• Support customers through organizational and operational impacts of transformation
• Reinforce adoption through usage insights, health metrics, and targeted interventions

Cross-Functional Collaboration

• Partner with Product, Engineering, Support, and Services to resolve issues and improve outcomes
• Provide actionable customer feedback to influence product enhancements
• Act as a key interface across Customer Success and the wider Lending organization
• Drive alignment across lifecycle functions to deliver a unified customer experience
• Contribute to internal enablement and continuous improvement initiatives

Expansion & Commercial Support

• Serve as the primary post-sales trusted advisor
• Identify and develop expansion opportunities aligned to customer strategy
• Partner with Sales on upsell and cross-sell execution
• Align services, success, and support teams to commercial priorities
• Contribute to Net Revenue Retention through strong engagement and value delivery

Key Metrics of Success

• Customer adoption and portfolio health
• Gross retention and churn reduction
• Renewal readiness and forecast accuracy
• Customer satisfaction (NPS / CSAT)
• Time-to-value and onboarding effectiveness
• Engagement effectiveness across customer segments

Requirements & Qualifications:

Core Experience

• Proven experience in Customer Success, Account Management, or Client Services within enterprise SaaS
• Demonstrated people leadership or team management experience
• Proven track record managing complex portfolios and delivering retention outcomes
• Experience within financial services, lending, or trade finance

Preferred

• Experience with corporate lending platforms (e.g., Loan IQ, Trade, Corporate Channels)
• Familiarity with Customer Success tools and digital engagement models
• Exposure to SaaS transformation, cloud migration, or platform modernization

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.