Customer Success Manager

Finastra•Atlanta, GA

1d•Hybrid

About The Position

The Customer Success Manager, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra’s Retail Lending solutions - LaserPro and MortgageBot. The CSM owns the post-sale customer experience through renewal readiness, acting as a trusted advisor to customer stakeholders while proactively managing adoption, risk, and outcomes. This role focuses on retention, customer health, and lifecycle execution, operating within a structured, metrics-driven Customer Success model that blends high-touch engagement for strategic customers with scaled, digital, one-to-many motions for broader segments.

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.
Proven ability to manage complex customer relationships and influence multiple stakeholders.
Strong analytical skills with 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 ensure realization of intended business and operational outcomes.
Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities.
Proactively monitor product usage, adoption trends, and outcome attainment across assigned accounts.
Deliver targeted enablement, training, and adoption programs
Identify and manage risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner
Serve as a trusted advisor to operational and executive stakeholders at customer institutions.
Own customer health for assigned accounts, proactively identifying and mitigating retention risk.
Prepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution.
Partner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy.
Participate in renewal forecasting and retention reporting.
Serve as the primary post sales point of contact and trusted advisor
Recognize & communicate the value of additional Finastra solutions in line with customer strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver
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 by segment.
Manage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues.
Ensure consistent, high-quality customer experiences across the lifecycle.
Provide visibility into performance, risks, and upcoming steps
Leverage 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 risk.
Contribute to the development and execution of one-to-many initiatives such as webinars, enablement content, and automated value messaging.
Balance high-touch and digital engagement models based on customer segment, complexity, and risk.
Work closely 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 internal knowledge sharing and enablement sessions within Customer Success team and the wider business
Communicate process/ tools/ 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 our Employee Assistance Program
Network of Wellbeing Champions and Gather Groups
Monthly events and initiatives designed to help you thrive—inside and outside of work.
Medical, life and disability insurance
Retirement plans
Lifestyle, and other benefits.
Paid time off for volunteering
Donation‑matching opportunities to support causes that matter to you.
Inclusion communities, such as 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 that help shape our culture and ways of working.