Senior Customer Success Manager, Corporate Lending

Finastra•Atlanta, GA

1d•Hybrid

About The Position

The Senior Customer Success Manager, 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. This role 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

8–12 years of experience in Customer Success, Account Management, or Client Services (enterprise SaaS)
3–5 years in people leadership or team management roles
Proven ability to manage complex customer portfolios and drive retention outcomes
Background in financial services, lending, or trade finance
Strong stakeholder management, including executive customer engagement
Experience operating within structured, metrics-driven Customer Success models
Strong analytical skills, with experience using customer health and usage data
Effective communication and presentation skills across technical and business audiences
Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.

Nice To Haves

Experience with corporate lending platforms (Loan IQ, Trade, Corporate Channels)
Familiarity with Customer Success tooling and digital engagement models
Exposure to SaaS transformation, cloud migration, or platform modernization

Responsibilities

Drive adoption, value realization, and customer outcomes across assigned portfolio
Ensure consistent execution of Customer Success Plans aligned to customer objectives
Monitor customer health, usage trends, and outcome attainment at a portfolio level
Act as escalation owner for high-risk or high-impact customer issues
Serve as executive sponsor for selected strategic accounts
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
Develop and execute Customer Success Action Plans for assigned accounts
Lead structured engagement models including onboarding, success reviews, and executive business reviews
Ensure a consistent and high-quality experience across all customer interactions
Provide clear visibility to customers and leadership on progress, risks, and next steps
Drive improvements in time-to-value and customer lifecycle effectiveness
Provide visibility into performance, risks, and upcoming steps
Own customer health performance across the assigned segment
Proactively identify and mitigate churn risk using structured health frameworks
In conjunction with sales ensure customers are prepared for renewals through value demonstration and stakeholder alignment
Partner with Sales on renewal execution and forecasting, providing insight and risk assessments
Lead Customer Success engagement for platform modernization initiatives (e.g., cloud adoption, platform upgrades, product consolidation)
Ensure customers successfully transition from legacy deployments to modern, SaaS-enabled platforms
Drive adoption of new product capabilities and AI functionality across the customer base
Partner with Professional Services and Product teams to support migration, implementation, and post-go-live adoption
Identify transformation risks (technical, operational, stakeholder) and drive mitigation actions
Track and report value realization from transformation programs, linking adoption to business outcomes
Establish structured approaches to customer change management and adoption (stakeholder alignment, communications, enablement)
Act as thought leader for Customer Success community actively driving end-user adoption, behavioral change, and process alignment
Support customers in navigating organizational, operational, and regulatory impacts of platform change
Reinforce adoption through health metrics, usage tracking, and targeted interventions
Partner with Product, Engineering, Support, and Professional Services to resolve customer issues
Provide structured customer feedback to inform product improvements
Act as a key interface between Customer Success and the wider Lending organization
Support alignment across customer lifecycle functions to ensure a unified experience
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
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.
Identify expansion opportunities across Lending solutions within the portfolio
Support Sales in upsell and cross-sell execution through customer insight and opportunity development and work in partnership to deliver
Ensure services, success and support teams are aligned to commercial priorities and opportunities
Contribute to Net Revenue Retention through strong customer 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
Connect with our 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.