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.
The Customer Success Manager, Corporate Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra’s Corporate Lending solutions – Loan IQ, Trade, and Corporate Channels. The role supports banks and financial institutions in optimizing operational performance, user adoption, and business outcomes across their Corporate Lending environments.
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.
This role focuses on retention, customer health, and lifecycle execution within a structured, metrics-driven Customer Success model. It blends high-touch engagement for strategic Corporate Lending customers with scaled, digital, one-to-many motions for broader segments, ensuring consistent value realization across complex lending operations.
Customer Outcomes & Adoption
- Drive customer adoption of Finastra’s Corporate Lending platforms to ensure realization of intended business, operational, and service outcomes.
- Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities across Corporate Lending use cases.
- Proactively monitor product usage, adoption trends, and outcome attainment across assigned accounts.
- Deliver targeted enablement, training, and adoption programs that support effective use of Corporate Lending workflows and capabilities.
- Identify and manage risks proactively, orchestrating resolution of escalations by coordinating internal teams to track, manage, and resolve issues in a timely and professional manner.
- Serve as a trusted advisor to operational and executive stakeholders at customer institutions.
Retention & Renewal Readiness
- Own customer health for assigned Corporate Lending accounts, proactively identifying and mitigating retention risk.
- Prepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution.
- Partner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy.
- Participate in renewal forecasting and retention reporting.
Expansion Identification
- Serve as the primary post-sales point of contact and trusted advisor for assigned Corporate Lending customers.
- Recognize and communicate the value of additional Finastra capabilities and services that align with customer Corporate Lending priorities, partnering with Sales to support cross-sell and up-sell opportunities where appropriate.
Customer Engagement & Experience
- Develop and execute Customer Success Action Plans for assigned accounts.
- Execute structured engagement models, including onboarding support as customers move from implementation to production, regular success reviews, and executive business reviews as appropriate by segment.
- Manage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues.
- Ensure consistent, high-quality customer experiences across the Corporate Lending customer lifecycle.
- Provide visibility into performance, risks, and upcoming steps.
Digital, AI & One-to-Many Success
- Leverage digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale.
- Use AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risk.
- Contribute to the development and execution of one-to-many initiatives such as webinars, enablement content, and automated value messaging.
- Balance high-touch and digital engagement models based on customer segment, complexity, and risk.
Cross-Functional Collaboration
- Work closely with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes.
- Provide structured customer feedback to inform product improvements and roadmap priorities across Corporate Lending solutions.
- Advocate internally for customer needs while aligning with Finastra’s operating and compliance standards.
- Contribute to internal knowledge sharing and enablement sessions within the Customer Success team and the wider business.
- Communicate process, tool, and system improvement opportunities to the Customer Success Operations team.
- Customer health and adoption metrics
- Gross retention and churn for assigned accounts / portfolio
- Renewal readiness and forecast accuracy
- Time-to-value and onboarding effectiveness
- Customer satisfaction (NPS / CSAT)
- Engagement effectiveness across high-touch and digital motions
- Proven experience in Customer Success, Client Services, or Account Management within enterprise SaaS.
- Experience supporting financial institutions, lending platforms, trade finance solutions, or other regulated enterprise software.
- Proven ability to manage complex customer relationships and influence multiple stakeholders.
- Strong analytical skills with experience using customer health, usage, and engagement data.
- Excellent communication and executive presentation skills.
- Experience with corporate lending, syndicated lending, trade finance, or adjacent lending operations platforms.
- Familiarity with Customer Success platforms and digital engagement tools.
- Experience working within scaled or segmented Customer Success models.
Exposure to SaaS transformations, cloud migrations, or platform modernization initiatives.
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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.
