Customer Success Manager

Finastra • Atlanta, GA

47d • Hybrid

About The Position

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 (CSM) uses deep industry and product knowledge, business strategy insight, and strong account management skills to ensure customers achieve measurable value from Finastra’s solutions and services. You will partner closely with Account Executives from presales through the full customer lifecycle. While AEs coordinate activity through the sales cycle, you own customer success from point of sale—driving adoption, value realization, customer satisfaction, and long‑term retention. Working in collaboration with the broader BU CXO teams, you will help deliver an excellent customer experience and support Finastra’s strategic goals of improved retention, increased adoption, and customer value creation. At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services. We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands-on training and mentorship to leadership development and industry certifications. You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future. Our career development isn’t just a program—it’s a promise. With access to cutting-edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together—and that’s how we shape what’s next in finance. We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area. Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives. Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth With us, you can grow, innovate, and make a real impact. At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well-being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives. Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work. The company privacy policy can be found here Finastra Privacy Policy

Requirements

• Experience in a customer‑facing role such as consulting, customer support, or account management, including issue resolution and relationship management.
• Demonstrated ability to build Customer Success Plans and deliver measurable outcomes (e.g., NPS results, retention).
• Strong communication, presentation, and interpersonal skills, with the ability to influence, negotiate, and challenge stakeholders effectively.
• Customer‑centric mindset with a passion for delivering excellence and driving customer value.
• Ability to work autonomously, take ownership, and maintain accountability.
• Design‑thinking mindset with strong root‑cause identification and problem‑solving capabilities.
• Strong prioritization and reporting skills; ability to synthesize and communicate key insights.
• Commercial and business acumen with the ability to understand and speak to customer business drivers.

Responsibilities

• Deliver Finastra’s success strategy in alignment with the defined success framework and coverage model.
• Build strong internal partnerships across Sales, Support, Services, and Product to ensure a seamless and positive customer experience.
• Lead proactive customer engagement from point of sale, establishing and maintaining a consistent cadence throughout the customer journey.
• Develop Customer Success Plans that connect customer business goals with Finastra’s value propositions; define and track value realization and solution adoption.
• Maximize value for customers by coordinating internal teams, sharing feedback, driving improvements, and highlighting success stories.
• Partner with Services and Customer Support to ensure customers receive proper training and understand how to fully leverage available resources.
• Identify cross‑sell and up‑sell opportunities aligned with customer strategy; collaborate with Sales to progress them.
• Proactively identify risks within accounts; orchestrate and mediate escalation resolution by coordinating the right internal stakeholders.
• Ensure clear tracking and reporting on adoption, usage, and customer health metrics.
• Maintain strong customer relationships built on credibility, consistency, and value delivery.

Benefits

• Flexibility: 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.
• Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits
• Sustainability: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed