Customer Success Manager, Retail Lending

Benefits

Additional Information

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 Manager, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra's Retail Lending solutions - LaserPro and MortgageBot. 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, 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. Responsibilities & Deliverables: Customer Outcomes & Adoption Drive customer adoption of Finastra's Retail Lending platforms to ensure realization of intended business and operational outcomes. Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities. Proactively monitor product usage, adoption trends, and outcome attainment across assigned accounts. Deliver targeted enablement, training, and adoption programs 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 Serve as a trusted advisor to operational and executive stakeholders at customer institutions. Retention & Renewal Readiness Own customer health for assigned 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 Recognize & 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 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 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. Advocate internally for customer needs while aligning with Finastra's operating and compliance standards. Contribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business Communicate process/ tools/ systems improvement opportunities to the Customer Success Operations team Key Metrics of Success 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 Required Experience & Qualifications: Proven experience in Customer Success, Client Services, or Account Management within enterprise SaaS. Experience supporting financial services, lending platforms, 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. Preferred Qualification