Finastra

Customer Success Manager, Retail Lending

Atlanta

Sponsorship not specifiedDetected 30 days ago

Account ManagementForecastingCustomer SuccessCommunicationCollaboration

About the role

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.
Applicants for this position need to be located in posted location or their immediate surrounding areas.

Drive customer adoption of Finastra's Retail Lending platforms to ensure realization of intended business and operational outcomes.
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
Partner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy.
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
Develop and execute Customer Success Action Plans for assigned accounts
Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities.
Manage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues.
Work closely with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes.
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.

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.

Experience with lending, credit, or core banking 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.
DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
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.

Access online learning and accredited courses through our Skills & Career Navigator tool.

Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
Benefit from paid time off for volunteering and donation matching.
Own customer health for assigned accounts, proactively identifying and mitigating retention risk.
Use AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risk.
Customer health and adoption metrics
Enjoy unlimited vacation, based on your location and business priorities.
Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Prepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution.
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.
Leverage digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale.
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, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra's Retail Lending solutions - LaserPro and MortgageBot.

This listing is sourced directly from Finastra's careers page and normalized into a canonical job model.