Customer Success Manager, Retail Lending

Finastra•Atlanta, GA

10d•Hybrid

About The Position

The Customer Success Manager, Retail Lending, ensures customers achieve ongoing value, adoption, and satisfaction from Finastra’s Retail Lending solutions, LaserPro and MortgageBot. The role owns the post-sale customer experience through renewal readiness and acts as a trusted advisor to customer stakeholders while proactively managing adoption, customer health, risks, and outcomes. The position focuses on retention, customer health, and lifecycle execution within a structured, metrics-driven Customer Success model. It combines high-touch engagement for strategic customers with scaled, digital, one-to-many engagement for broader customer segments. The role works cross-functionally to support customer outcomes, resolve issues, provide customer feedback, and identify potential expansion opportunities.

Requirements

Proven experience in Customer Success, Client Services, or Account Management within enterprise SaaS.
Experience supporting financial services, lending platforms, or other regulated enterprise software.
Ability to manage complex customer relationships and influence multiple stakeholders.
Strong analytical skills and experience using customer health, usage, and engagement data.
Excellent communication and executive presentation skills.

Nice To Haves

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.

Responsibilities

Drive customer adoption of Finastra’s Retail Lending platforms to support intended business and operational outcomes.
Develop and maintain Customer Success Plans aligned with customer goals, regulatory requirements, and platform capabilities.
Monitor product usage, adoption trends, and outcome attainment across assigned accounts.
Deliver targeted enablement, training, and adoption programs.
Identify and manage risks proactively; coordinate and mediate escalations with internal teams to support timely, professional resolution.
Serve as a trusted advisor to operational and executive stakeholders at customer institutions.
Own customer health for assigned accounts and identify and mitigate retention risks.
Prepare customers for renewals by supporting value realization, stakeholder alignment, and issue resolution.
Partner with Sales or Account Management on renewal execution, sharing customer insights, risk assessments, and advocacy.
Participate in renewal forecasting and retention reporting.
Serve as the primary post-sale point of contact and identify additional Finastra solutions aligned with customer priorities; coordinate cross-sell and upsell opportunities with Sales.
Develop and execute Customer Success Action Plans for assigned accounts.
Execute structured engagement models, including onboarding support as customers move from implementation to production, regular success reviews, and executive business reviews as appropriate for the customer segment.
Coordinate with Support, Professional Services, and Product teams to manage and resolve escalations.
Maintain consistent, high-quality customer experiences across the customer lifecycle and provide visibility into performance, risks, and next steps.
Use digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale.
Use AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risks.
Contribute to one-to-many initiatives such as webinars, enablement content, and automated value messaging.
Balance high-touch and digital engagement based on customer segment, complexity, and risk.
Collaborate with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes.
Provide structured customer feedback to inform product improvements and roadmap priorities.
Advocate internally for customer needs while aligning with Finastra’s operating and compliance standards.
Contribute to knowledge sharing and enablement sessions within Customer Success and the wider business.
Communicate process, tools, and systems improvement opportunities to the Customer Success Operations team.

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 the Employee Assistance Program.
Wellbeing Champions, Gather Groups, and monthly wellbeing events and initiatives.
Medical insurance.
Life insurance.
Disability insurance.
Retirement plans.
Lifestyle and other benefits.
Paid time off for volunteering.
Donation-matching opportunities.
Inclusion communities open to employee participation.
Online learning and accredited courses through the Skills & Career Navigator tool.
Global employee recognition program, Finastra Celebrates.
Regular employee surveys.