Customer Success Manager

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 Manager (CSM) uses deep industry and product knowledge, business strategy insight, and strong account management skills to ensure customers achieve measurable value from Finastra’s solutions and services. You will partner closely with Account Executives from presales through the full customer lifecycle. While AEs coordinate activity through the sales cycle, you own customer success from point of sale—driving adoption, value realization, customer satisfaction, and long‑term retention.

Working in collaboration with the broader BU CXO teams, you will help deliver an excellent customer experience and support Finastra’s strategic goals of improved retention, increased adoption, and customer value creation.

Responsibilities & Deliverables

• Deliver Finastra’s success strategy in alignment with the defined success framework and coverage model.
• Build strong internal partnerships across Sales, Support, Services, and Product to ensure a seamless and positive customer experience.
• Lead proactive customer engagement from point of sale, establishing and maintaining a consistent cadence throughout the customer journey.
• Develop Customer Success Plans that connect customer business goals with Finastra’s value propositions; define and track value realization and solution adoption.
• Maximize value for customers by coordinating internal teams, sharing feedback, driving improvements, and highlighting success stories.
• Partner with Services and Customer Support to ensure customers receive proper training and understand how to fully leverage available resources.
• Identify cross‑sell and up‑sell opportunities aligned with customer strategy; collaborate with Sales to progress them.
• Proactively identify risks within accounts; orchestrate and mediate escalation resolution by coordinating the right internal stakeholders.
• Ensure clear tracking and reporting on adoption, usage, and customer health metrics.
• Maintain strong customer relationships built on credibility, consistency, and value delivery.

Required Skills & Experience

• Experience in a customer‑facing role such as consulting, customer support, or account management, including issue resolution and relationship management.
• Demonstrated ability to build Customer Success Plans and deliver measurable outcomes (e.g., NPS results, retention).
• Strong communication, presentation, and interpersonal skills, with the ability to influence, negotiate, and challenge stakeholders effectively.
• Customer‑centric mindset with a passion for delivering excellence and driving customer value.
• Ability to work autonomously, take ownership, and maintain accountability.
• Design‑thinking mindset with strong root‑cause identification and problem‑solving capabilities.
• Strong prioritization and reporting skills; ability to synthesize and communicate key insights.
• Commercial and business acumen with the ability to understand and speak to customer business drivers.

Benefits

• Flexibility:
  Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well‑being:
  Access confidential one‑on‑one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive – inside and outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• Sustainability:
  Benefit from paid time off for volunteering and donation matching.
• DEI:
  Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development:
  Access online learning and accredited…