{"id":406630,"url":"https://alion.io/job/finastra-customer-success-manager","title":"Customer Success Manager","company":{"id":3635,"name":"Finastra","domain":"finastra.com","url":"https://alion.io/company/finastra","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":20,"ghost_share":0,"stale_share":0.6,"repost_share":0.05,"time_to_fill_p50_days":41,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-25T00:00:00Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-19T03:41:02Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"description":"Who are we?\nAt 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.\nWhat will you contribute?\nThe Customer Success Manager, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra’s Retail Lending solutions - LaserPro and Mortgage Bot. The CSM owns the post-sale customer experience through renewal readiness, acting as a trusted advisor to customer stakeholders while proactively managing adoption, risk, and outcomes.\nThis role focuses on retention, customer health, and lifecycle execution, operating within a structured, metrics-driven Customer Success model that blends high-touch engagement for strategic customers with scaled, digital, one-to-many motions for broader segments.\nResponsibilities & Deliverables:\nCustomer Outcomes & Adoption\nDrive customer adoption of Finastra’s Retail Lending platforms to ensure realization of intended business and operational outcomes.\n\nDevelop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities.\n\nProactively monitor product usage, adoption trends, and outcome attainment across assigned accounts.\n\nDeliver targeted enablement, training, and adoption programs\n\nIdentify 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 manner\n\nServe as a trusted advisor to operational and executive stakeholders at customer institutions.\n\nRetention & Renewal Readiness\nOwn customer health for assigned accounts, proactively identifying and mitigating retention risk.\n\nPrepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution.\n\nPartner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy.\n\nParticipate in renewal forecasting and retention reporting.\n\nExpansion Identification\nServe as the primary post sales point of contact and trusted advisor\n\nRecognize & communicate the value of additional Finastra solutions in line with customer strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver\n\nCustomer Engagement & Experience\nDevelop and execute Customer Success Action Plans for assigned accounts\n\nExecute structured engagement models, including onboarding support as customers move from implementation to production, regular success reviews, and executive business reviews as appropriate by segment.\n\nManage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues.\n\nEnsure consistent, high-quality customer experiences across the lifecycle.\n\nProvide visibility into performance, risks, and upcoming steps\n\nDigital, AI & One-to-Many Success\nLeverage digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale.\n\nUse AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risk.\n\nContribute to the development and execution of one-to-many initiatives such as webinars, enablement content, and automated value messaging.\n\nBalance high-touch and digital engagement models based on customer segment, complexity, and risk.\n\nCross-Functional Collaboration\nWork closely with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes.\n\nProvide structured customer feedback to inform product improvements and roadmap priorities.\n\nAdvocate internally for customer needs while aligning with Finastra’s operating and compliance standards.\n\nContribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business\n\nCommunicate process/ tools/ systems improvement opportunities to the Customer Success Operations team\n\nEmbed AI into project delivery to drive productivity, automate routine activities, strengthen decision quality through trusted data, and deliver continuous process improvement while applying appropriate human judgement.\n\nKey Metrics of Success\nCustomer health and adoption metrics\n\nGross retention and churn for assigned accounts / portfolio\n\nRenewal readiness and forecast accuracy\n\nTime-to-value and onboarding effectiveness\n\nCustomer satisfaction (NPS / CSAT)\n\nEngagement effectiveness across high-touch and digital motions\n\nRequired Experience & Qualifications:\nProven experience in Customer Success, Client Services, or Account Management within enterprise SaaS.\n\nExperience supporting financial services, lending platforms, or other regulated enterprise software.\n\nProven ability to manage complex customer relationships and influence multiple stakeholders.\n\nStrong analytical skills with experience using customer health, usage, and engagement data.\n\nExcellent communication and executive presentation skills.\n\nPreferred Qualifications:\nExperience with lending, credit, or core banking platforms.\n\nFamiliarity with Customer Success platforms and digital engagement tools.\n\nExperience working within scaled or segmented Customer Success models.\n\nExposure to SaaS transformations, cloud migrations, or platform modernization initiatives.\n\nWe 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:\nFlexibility: 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.\nWell-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.\nHealth & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*\nSustainability: Paid time off for volunteering and donation-matching opportunities to support causes that matter to you.\nInclusion: 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.\nCareer Development: Access online learning and accredited courses through our Skills & Career Navigator tool.\nRecognition: 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.\n*Specific benefits may vary by location.\nAt 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.\nBe unique. Be exceptional. Help us make a difference at Finastra.\nApplicants 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.","description_format":"text","description_chars":7630,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"New York","iso":null,"kind":"city"},{"name":"California","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-09-06T01:23:47Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":277500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.351,"p_room":0.44,"age_days":55,"expected_fill_days":41,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/finastra-customer-success-manager","json_url":"https://alion.io/job/finastra-customer-success-manager.json","meta":{"generated_at":"2026-10-19T17:38:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13456,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3635},"rest":"https://alion.io/mcp/rest/get_company?id=3635"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffinastra-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffinastra-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffinastra-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/finastra-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffinastra-customer-success-manager"}]}