Customer Success Director

Overview

As Customer Success Director for Corporate Lending, you will drive adoption, retention, and long-term value realization for strategic banking customers using Loan IQ, Trade, and Corporate Channels. You’ll partner across Sales, Product, and Services to ensure renewal readiness and expansion, while guiding customers through transformations such as cloud adoption and platform modernization. You will lead executive engagements and shape product strategy with customer insights.

This role sits in Finastra’s Universal Banking organization, focusing on high-impact outcomes.

• Unlimited vacation
• Hybrid working arrangements
• Paid time off for voting, bereavement, and sick leave
• Employee Assistance Program and wellbeing initiatives
• Medical, life and disability insurance, retirement plans
• Volunteering and donation-matching opportunities

• Drive adoption, value realization, and business outcomes across a portfolio of Corporate Lending customers.
• Develop and execute Customer Success Plans aligned to customer objectives and strategic priorities.
• Monitor health, usage trends, and risk indicators; address challenges and escalations.
• Lead onboarding, success reviews, and executive business reviews with customers.
• Collaborate with Sales to support renewals, retention, and expansion.
• Act as trusted advisor and executive sponsor for strategic accounts.
• Support customer transformation initiatives including cloud migration, platform modernization, upgrades, and SaaS adoption.
• Promote adoption of new product capabilities and best practices for change management and user adoption.
• Coordinate with Product, Engineering, Support, and Services to resolve issues and improve outcomes.
• Provide customer insights to influence product strategy and service improvements.
• Contribute to revenue retention and portfolio growth through active engagement.

• 8+ years in Customer Success, Account Management, or similar roles within enterprise software/SaaS.
• Proven track record managing complex enterprise portfolios and driving retention and renewals.
• Experience in financial services, corporate lending, banking tech, or trade finance.
• Strong executive stakeholder management and client engagement skills.
• Ability to operate within metrics-driven CS frameworks using health and adoption data.
• Experience leading transformation initiatives including cloud adoption, SaaS migrations, or platform modernization.
• Excellent communication, presentation, and relationship-building across technical and business audiences.
• Strong analytical problem-solving and proactive risk management.
• Experience with Corporate Lending solutions such as Loan IQ, Trade, or Corporate Channels is highly desirable.
• Previous people leadership or team management experience is advantageous.

• Executive relationship management
• Strategic thinking with execution discipline
• Proactive risk management
• Loan IQ
• Trade
• Corporate Channels