Who are we? At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries. What will you contribute? The Customer Success Director (CSD) – 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. The CSD acts as a senior point of escalation for customers and internal teams, while also owning the success blueprint for a portfolio of strategic customers.

Responsibilities

& Deliverables: Customer Outcomes & Portfolio Delivery Drive adoption, value realization, and measurable customer outcomes across the assigned portfolio Execute Customer Success Plans aligned to customer objectives and business priorities Monitor portfolio health (usage, adoption, outcomes) and intervene proactively Own escalations for high-risk or high-impact issues, driving timely resolution across teams Act as executive sponsor for selected strategic accounts Customer Engagement &

Experience

Develop and execute account-level Customer Success action plans Lead structured engagements (onboarding, success reviews, Executive Business Reviews) Deliver a consistent, high-quality customer experience across all touchpoints Provide clear visibility on progress, risks, and next steps to customers and leadership Improve time-to-value and lifecycle effectiveness across the portfolio Retention & Renewal Own customer health and retention performance for the assigned segment Proactively identify and mitigate churn risk using structured health frameworks Partner with Sales to drive renewal readiness through value articulation and stakeholder alignment Support renewal forecasting with clear risk assessments and insights Customer Transformation Lead Customer Success engagement for transformation initiatives (cloud, upgrades, platform consolidation) Drive successful transitions from legacy to SaaS-enabled platforms Accelerate adoption of new capabilities, including AI-driven functionality Partner with Product and Professional Services on migration and post-go-live adoption Identify and mitigate transformation risks; track value realization linked to business outcomes Change Management & Adoption Establish structured change and adoption frameworks (stakeholder alignment, enablement, communications) Drive user adoption, behavioral change, and process alignment Support customers through organizational and operational impacts of transformation Reinforce adoption through usage insights, health metrics, and targeted interventions Cross-Functional Collaboration Partner with Product, Engineering, Support, and Services to resolve issues and improve outcomes Provide actionable customer feedback to influence product enhancements Act as a key interface across Customer Success and the wider Lending organization Drive alignment across lifecycle functions to deliver a unified customer experience Contribute to internal enablement and continuous improvement initiatives Expansion & Commercial Support Serve as the primary post-sales trusted advisor Identify and develop expansion opportunities aligned to customer strategy Partner with Sales on upsell and cross-sell execution Align services, success, and support teams to commercial priorities Contribute to Net Revenue Retention through strong engagement and value delivery Key Metrics of Success Customer adoption and portfolio health Gross retention and churn reduction Renewal readiness and forecast accuracy Customer satisfaction (NPS / CSAT) Time-to-value and onboarding effectiveness Engagement effectiveness across customer segments

Requirements

&

Qualifications

Core

Experience

8–12 years in Customer Success, Account Management, or Client Services within enterprise SaaS 3–5 years in people leadership or team management Proven track record managing complex portfolios and delivering retention outcomes

Experience

within financial services, lending, or trade finance Preferred

Experience

with corporate lending platforms (e.g., Loan IQ, Trade, Corporate Channels) Familiarity with Customer Success tools and digital engagement models Exposure to SaaS transformation, cloud migration, or platform modernization Leadership & Capability Strong stakeholder management, including executive-level engagement

Experience

operating in metrics-driven Customer Success environments Data-driven, with strong analytical and problem-solving capability Excellent communication and presentation skills across technical and business audiences We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for: Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave. Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work. Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.* Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you. Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute. Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool. Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working. *Specific benefits may vary by location. At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves. Be unique. Be exceptional. Help us make a difference at Finastra. At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services. We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands-on training and mentorship to leadership development and industry certifications. You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future. Our career development isn’t just a program—it’s a promise. With access to cutting-edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together—and that’s how we shape what’s next in finance. We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area. Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives. Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth With us, you can grow, innovate, and make a real impact. At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well-being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives. Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work. The company privacy policy can be found here Finastra Privacy Policy