Finastra

Customer Success Enablement Specialist, Retail Lending

Atlanta

Sponsorship not specifiedDetected 30 days ago

Customer Success

About the role

This role is accountable for scaling Customer Success efficiently for high-volume, low-ACV segments while improving productivity and consistency across the entire CS organization.
Applicants for this position need to be located in posted location or their immediate surrounding areas.

Design and deploy one-to-many Customer Success programs including digital onboarding, lifecycle campaigns, and automated value messaging.
Build digital playbooks for retail and long-tail customer segments.
Define triggers for automated interventions (e.g., low usage, stalled onboarding, support spikes).
Operationalize in-product guidance and contextual help to drive adoption and deflect support.
Own enablement for CS platforms, digital engagement tools, and analytics dashboards.
Drive adoption and ROI of digital CS investments through training and usage governance.
Define success metrics for digital CS programs (activation rates, adoption lift, support deflection, GRR impact).
Continuously optimize digital programs based on performance data and customer behavior.
Support deflection rates
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together.

Proven Experience in Digital Customer Success, CS Operations, Lifecycle Marketing, or Growth Operations
Experience partnering with Product/Engineering on in-product enablement
Hands-on experience implementing digital engagement programs, automation, and analytics
Strong understanding of customer health modelling, usage telemetry, and churn drivers
Strong technical fluency and process design skills

Experience in fintech, lending, or regulated SaaS
Familiarity with AI-driven analytics and CS platforms
Experience scaling CS motions for high-volume customer segments
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.

This role partners with CS Ops, Support, and Services to embed AI-driven health scoring, churn prediction, lifecycle automation, and in-product guidance into the customer experience.
Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
Benefit from paid time off for volunteering and donation matching.
Define segmentation and rules of engagement for high-touch vs digital-first coverage.
Partner with Operations and Data teams to implement AI-enabled customer health scoring, churn prediction, and renewal risk models.
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.
Specific benefits may vary by location.

Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
Be unique, be exceptional, and help us make a difference at Finastra!
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.

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