Finastra

Lead Customer Success Manager (Payments)

Atlanta, USA

Sponsorship not specifiedDetected 63 days ago

SalesAccount ManagementCustomer SuccessLeadershipCommunicationProblem SolvingMentoring

About the role

Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
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.

Manage, coach, and support a team of Customer Success Managers, providing guidance on account strategy, prioritization, and customer engagement
Conduct regular 1:1s, provide performance feedback, and support ongoing development of team members
Own a small portfolio of customer accounts, driving adoption, value realization, and retention
Ensure your team delivers consistent execution of Customer Success Plans aligned to customer goals and Finastra value propositions
Support CSMs in managing customer relationships, including risk identification, escalations, and renewal readiness
Partner with Sales on account planning and identify cross-sell and up-sell opportunities
Build strong working relationships with internal stakeholders across Sales, Support, Services, and Product
Step in as needed to support escalations and ensure timely resolution of customer issues
The Lead Customer Success Manager combines hands-on account management with team leadership to drive strong customer outcomes and consistent execution across the Customer Success function.
You will partner closely with Account Executives across the customer lifecycle.

Experience in Customer Success, account management, consulting, or a similar customer-facing role
Strong customer management skills with experience driving adoption, retention, and customer satisfaction
Ability to balance individual account responsibilities with team leadership
Commercial awareness and understanding of customer business drivers
Self-starter with a strong sense of ownership and accountability
Access online learning and accredited courses through our Skills & Career Navigator tool.
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

Enjoy unlimited vacation, subject to local regulations and business priorities.
Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Monitor customer health, usage, and adoption metrics across team accounts; ensure accurate tracking and reporting
Specific benefits may vary by location.

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.
In this role, you will manage a small team of Customer Success Managers while directly supporting key customer accounts, ensuring customers achieve value from Finastra's solutions and services.
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.
Help us make a difference at Finastra.

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