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 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 Delivery
Drive adoption, value realization, and customer outcomes across assigned portfolio
Ensure consistent execution of Customer Success Plans aligned to customer objectives
Monitor customer health, usage trends, and outcome attainment at a portfolio level
Act as escalation owner for high-risk or high-impact customer issues
Serve as executive sponsor for selected strategic accounts
Identify 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
Customer Engagement & Experience
Develop and execute Customer Success Action Plans for assigned accounts
Lead structured engagement models including onboarding, success reviews, and executive business reviews
Ensure a consistent and high-quality experience across all customer interactions
Provide clear visibility to customers and leadership on progress, risks, and next steps
Drive improvements in time-to-value and customer lifecycle effectiveness
Provide visibility into performance, risks, and upcoming steps
Retention & Renewal Execution
Own customer health performance across the assigned segment
Proactively identify and mitigate churn risk using structured health frameworks
In conjunction with sales ensure customers are prepared for renewals through value demonstration and stakeholder alignment
Partner with Sales on renewal execution and forecasting, providing insight and risk assessments
Customer Transformation
Lead 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 platforms
Drive adoption of new product capabilities and AI functionality across the customer base
Partner with Professional Services and Product teams to support migration, implementation, and post-go-live adoption
Identify transformation risks (technical, operational, stakeholder) and drive mitigation actions
Track and report value realization from transformation programs, linking adoption to business outcomes
Change Management & Adoption
Establish 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 alignment
Support customers in navigating organizational, operational, and regulatory impacts of platform change
Reinforce adoption through health metrics, usage tracking, and targeted interventions
Cross-Functional Collaboration
Partner with Product, Engineering, Support, and Professional Services to resolve customer issues
Provide structured customer feedback to inform product improvements
Act as a key interface between Customer Success and the wider Lending organization
Support alignment across…