Lead Customer Success Manager

Finastra•Atlanta, GA

1d•Hybrid

About The Position

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. 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. You will partner closely with Account Executives across the customer lifecycle. While AEs coordinate activity through the sales cycle, you and your team own customer success post-sale, driving adoption, customer satisfaction, retention, and growth. By working closely with Sales, Support, Services, and Product teams, you will help deliver a positive and consistent customer experience, while developing your team and reinforcing best practices in customer engagement and success planning.

Requirements

Experience in Customer Success, account management, consulting, or a similar customer-facing role
Prior experience leading or mentoring others, with demonstrated ability to support team development and performance
Strong customer management skills with experience driving adoption, retention, and customer satisfaction
Ability to balance individual account responsibilities with team leadership
Strong communication and interpersonal skills, with the ability to influence and build relationships with internal and external stakeholders
Problem-solving mindset with the ability to manage escalations and identify practical solutions
Organized and detail-oriented, with the ability to prioritize across multiple customers and team needs
Commercial awareness and understanding of customer business drivers
Self-starter with a strong sense of ownership and accountability

Responsibilities

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
Monitor customer health, usage, and adoption metrics across team accounts; ensure accurate tracking and reporting
Step in as needed to support escalations and ensure timely resolution of customer issues
Promote best practices, knowledge sharing, and continuous improvement within the team
Contribute to a customer-first culture focused on accountability, consistency, and value delivery

Benefits

Unlimited vacation
Hybrid working arrangements
Paid time off for voting
Bereavement leave
Sick leave
Confidential one-to-one support through our Employee Assistance Program
Access to Wellbeing Champions and Gather Groups
Monthly events and initiatives designed to help you thrive
Medical insurance
Life insurance
Disability insurance
Retirement plans
Lifestyle benefits
Paid time off for volunteering
Donation-matching opportunities
Inclusion communities
Access to online learning and accredited courses through our Skills & Career Navigator tool
Global recognition program, Finastra Celebrates
Regular employee surveys
Paid holidays
Flexible working hours
Pension plan
Comprehensive health initiatives