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.

Job Description

What will you contribute?

The Customer Success Director (CSD) – 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.

The CSD 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 measurable customer outcomes across the assigned portfolio

Execute Customer Success Plans aligned to customer objectives and business priorities

Monitor portfolio health (usage, adoption, outcomes) and intervene proactively

Own escalations for high-risk or high-impact issues, driving timely resolution across teams

Act as executive sponsor for selected strategic accounts

Customer Engagement & Experience

Develop and execute account-level Customer Success action plans

Lead structured engagements (onboarding, success reviews, Executive Business Reviews)

Deliver a consistent, high-quality customer experience across all touchpoints

Provide clear visibility on progress, risks, and next steps to customers and leadership

Improve time-to-value and lifecycle effectiveness across the portfolio

Retention & Renewal

Own customer health and retention performance for the assigned segment

Proactively identify and mitigate churn risk using structured health frameworks

Partner with Sales to drive renewal readiness through value articulation and stakeholder alignment

Support renewal forecasting with clear risk assessments and insights

Customer Transformation

Lead Customer Success engagement for transformation initiatives (cloud, upgrades, platform consolidation)

Drive successful transitions from legacy to SaaS-enabled platforms

Accelerate adoption of new capabilities, including AI-driven functionality

Partner with Product and Professional Services on migration and post-go-live adoption

Identify and mitigate transformation risks; track value realization linked to business outcomes

Change Management & Adoption

Establish structured change and adoption frameworks (stakeholder alignment, enablement, communications)

Drive user adoption, behavioral change, and process alignment

Support customers through organizational and operational impacts of transformation

Reinforce adoption through usage insights, health metrics, and targeted interventions

Cross-Functional Collaboration

Partner with Product, Engineering, Support, and Services to resolve issues and improve outcomes

Provide actionable customer feedback to influence product enhancements

Act as a key interface across Customer Success and the wider Lending organization

Drive alignment across lifecycle functions to deliver a unified customer experience

Contribute to internal enablement and continuous improvement initiatives

Expansion & Commercial Support

Serve as the primary post-sales trusted advisor

Identify and develop expansion opportunities aligned to customer strategy

Partner with Sales on upsell and cross-sell execution

Align services, success, and support teams to commercial priorities

Contribute to Net Revenue Retention through strong engagement and value delivery

Key Metrics of Success

Customer adoption and portfolio health

Gross retention and churn reduction

Renewal readiness and forecast accuracy

Customer satisfaction (NPS / CSAT)

Time-to-value and onboarding effectiveness

Engagement effectiveness across customer segments

Requirements & Qualifications:

Core Experience

8–12 years in Customer Success, Account Management, or Client Services within enterprise SaaS

3–5 years in people leadership or team management

Proven track record managing complex portfolios and delivering retention outcomes

Experience within financial services, lending, or trade finance

Preferred

Experience with corporate lending platforms (e.g., Loan IQ, Trade, Corporate Channels)

Familiarity with Customer Success tools and digital engagement models

Exposure to SaaS transformation, cloud migration, or platform modernization

Leadership & Capability

Strong stakeholder management, including executive-level engagement

Experience operating in metrics-driven Customer Success environments

Data-driven, with strong analytical and problem-solving capability

Excellent communication and presentation skills across technical and business audiences

 

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.