Senior Customer Success Manager, Corporate Lending

Finastra Technology•Atlanta, GA

26d•Hybrid

About The Position

The Senior Customer Success Manager is responsible for executing Customer Success strategy across a defined portfolio, region, or segment within Finastra’s Corporate Lending business, including Loan IQ, Trade, and Corporate Channels. The role drives customer outcomes at scale through adoption, value realization, retention, and renewal readiness, while operationalizing a consistent, metric-driven Customer Success model. It serves as a senior escalation point for customers and internal teams and owns success plans for a portfolio of strategic customers. The position leads structured customer engagement and success planning, monitors portfolio health and usage, supports renewals, and mitigates churn risk. It also leads Customer Success engagement for platform modernization, SaaS adoption, migrations, and product transformation, including driving adoption of new capabilities and AI functionality. The role partners across Sales, Product, Engineering, Support, and Professional Services to resolve issues, communicate customer feedback, and identify expansion opportunities. This is a hybrid position requiring two days per week in the office in Sandy Springs, Atlanta. Applicants must be located in the posted location or its immediate surrounding areas. Applicants currently residing in New York City or California will not be considered.

Requirements

8–12 years of experience in Customer Success, Account Management, or Client Services in enterprise SaaS.
3–5 years in people leadership or team management roles.
Proven ability to manage complex customer portfolios and drive retention outcomes.
Strong stakeholder management skills, including executive customer engagement.
Experience operating within structured, metrics-driven Customer Success models.
Strong analytical skills and experience using customer health and usage data.
Effective communication and presentation skills with technical and business audiences.

Nice To Haves

Background in financial services, lending, or trade finance.
Experience with corporate lending platforms such as Loan IQ, Trade, or 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 an assigned portfolio.
Ensure consistent execution of Customer Success Plans aligned with customer objectives.
Monitor customer health, usage trends, and outcome attainment at the portfolio level.
Own escalations for high-risk or high-impact customer issues, coordinate resolution across internal teams, and serve as executive sponsor for selected strategic accounts.
Identify and manage customer risks proactively.
Develop and execute Customer Success Action Plans for assigned accounts.
Lead onboarding, success reviews, executive business reviews, and other structured engagement models.
Provide customers and leadership with clear visibility into progress, risks, and next steps.
Improve time-to-value and customer lifecycle effectiveness.
Own customer health performance across the assigned segment and proactively mitigate churn risk.
Prepare customers for renewals through value demonstration and stakeholder alignment; partner with Sales on renewal execution, forecasting, and risk assessments.
Lead Customer Success engagement for platform modernization initiatives, including cloud adoption, platform upgrades, and product consolidation.
Support customer transitions from legacy deployments to modern, SaaS-enabled platforms and drive adoption of new product capabilities and AI functionality.
Partner with Professional Services and Product teams on migrations, implementations, and post-go-live adoption.
Identify and mitigate technical, operational, and stakeholder risks in transformation programs; track and report value realization.
Establish structured change-management and adoption approaches, including stakeholder alignment, communications, and enablement.
Support customers through organizational, operational, and regulatory impacts of platform change, reinforcing adoption through health metrics, usage tracking, and targeted interventions.
Partner with Product, Engineering, Support, and Professional Services to resolve customer issues and provide structured customer feedback for product improvements.
Act as an interface between Customer Success and the wider Lending organization, support alignment across customer lifecycle functions, and contribute to internal knowledge sharing and enablement.
Communicate process, tools, and systems improvement opportunities to the Customer Success Operations team.
Serve as the primary post-sales point of contact and trusted advisor.
Identify expansion opportunities across Lending solutions and communicate the value of relevant Finastra solutions in line with customer priorities.
Support Sales in upsell and cross-sell execution through customer insights and opportunity development, and align services, success, and support teams with commercial priorities.
Contribute to Net Revenue Retention through 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 the Employee Assistance Program.
Wellbeing Champions, Gather Groups, and monthly wellbeing events and initiatives.
Medical, life, and disability insurance.
Retirement plans and lifestyle benefits.
Paid time off for volunteering and donation-matching opportunities.
Inclusion communities open to employees.
Online learning and accredited courses through the Skills & Career Navigator tool.
Global recognition program, Finastra Celebrates.
Regular employee surveys.