Customer Success Director

Finastra Technology•Atlanta, GA

16h•Hybrid

About The Position

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.

Requirements

Proven experience in Customer Success, Account Management, or Client Services within enterprise SaaS
Demonstrated people leadership or team management experience
Proven track record managing complex portfolios and delivering retention outcomes
Experience within financial services, lending, or trade finance

Nice To Haves

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

Responsibilities

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
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
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
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
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
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
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

Benefits

Unlimited vacation, subject to local regulations and business priorities
Hybrid working arrangements
Paid time off for voting, bereavement, and sick leave
Confidential one‑to‑one support through our Employee Assistance Program
Network of Wellbeing Champions and Gather Groups
Monthly events and initiatives designed to help you thrive
Medical, life and disability insurance
Retirement plans
Lifestyle and other benefits
Paid time off for volunteering
Donation‑matching opportunities
Inclusion communities (Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra)
Online learning and accredited courses through our Skills & Career Navigator tool
Global recognition program, Finastra Celebrates
Regular employee surveys