Director, Customer Success - Retail Lending

Job description

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? Finastra is seeking a Director, Customer Success – Retail Lending to lead and develop a team of Customer Success Managers supporting our Retail Lending customers. This senior leadership role is accountable for customer outcomes, revenue retention, executive relationships, product adoption, growth identification, and overall customer health across the portfolio. You will create and execute the Retail Lending Customer Success strategy, establish consistent operating rhythms, and ensure customers realize measurable value from their Finastra investments. You will also serve as an executive sponsor for strategic and at-risk relationships, helping customers navigate modernization, cloud adoption, and business transformation. Working closely with Sales, Product Management, Professional Services, Support, Renewals, and Marketing, you will help deliver a seamless customer experience and maximize long-term customer value. The ideal candidate combines the commercial instincts of a sales leader, the relationship skills of a strategic account executive, and the operating discipline of a Customer Success leader. Responsibilities & Deliverables Lead, coach, and develop a high-performing team of Retail Lending Customer Success Managers, establishing clear expectations and accountability for customer outcomes, engagement, retention, advocacy, and growth. Create and execute the Retail Lending Customer Success strategy, including scalable customer success motions, portfolio management practices, segmentation, success planning, and consistent operating rhythms. Ensure customers achieve measurable business outcomes through proactive engagement, adoption strategies, executive business reviews, modernization planning, and risk mitigation. Drive strategies that protect Gross Revenue Retention and Cloud Annual Recurring Revenue, maintaining clear visibility into customer health, renewal risk, revenue at risk, and intervention plans. Serve as an executive sponsor for strategic and at-risk customers, building trusted relationships with senior stakeholders and leading escalations with clear ownership, communication, and resolution plans. Partner with Sales, Product Management, Professional Services, Support, Renewals, and Marketing to remove barriers, identify expansion opportunities, and deliver a coordinated customer experience. Represent the voice of the customer and use customer insights to influence product roadmaps, service improvements, adoption programs, and broader customer experience initiatives. Develop dashboards, forecasts, and management routines that measure retention, adoption, engagement, customer health, growth opportunities, forecast accuracy, advocacy, and team performance. Required Experience & Skills Progressive leadership experience in Customer Success, Sales, Account Management, Relationship Management, or a comparable customer-facing function, including experience leading and developing teams with direct reports. Demonstrated success improving customer retention, protecting revenue, identifying growth opportunities, strengthening customer satisfaction, and building executive-level relationships. Experience managing strategic enterprise customer portfolios and translating customer objectives into measurable business outcomes, adoption plans, and value-realization strategies. Strong commercial acumen with an understanding of renewals, recurring revenue, customer health, account risk, expansion opportunities, and subscription or software business models. Excellent executive communication, negotiation, coaching, and stakeholder management skills, with the ability to influence across customer and internal leadership teams. Proven ability to establish scalable operating practices, use customer and commercial data to prioritize resources, and lead effectively through change in a complex, matrixed organization. Experience in Retail Lending, banking technology, financial services, fintech, enterprise software, SaaS, or cloud solutions is preferred; familiarity with loan origination, servicing, modernization, or digital transformation is a plus. Bachelor’s degree in business, Finance, Technology, or a related discipline is preferred; an advanced degree is a plus. This role is based in Atlanta, GA, with an expectation of working from the Atlanta office at least two days per week. Travel will be required based on customer, leadership, and team engagement needs. 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. 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.