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.
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.
We are looking for a Director of Strategy, Corporate Development & PMO to join our Universal Banking organisation. This is a high-impact, enterprise-level role reporting directly to the Chief of Staff, sitting at the centre of strategy execution, governance, and value delivery for one of Finastra’s most important businesses.
This is an exciting opportunity for someone who can combine strategic thinking with strong execution discipline, and who thrives in complex, matrixed environments with senior-level exposure.
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 to ensure customers achieve their business objectives and maximize the value of their Finastra investment.
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.
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.