Customer Success Director

About the Role

We are seeking a Customer Success Director - Corporate Lending to lead customer success outcomes across a portfolio of strategic customers using solutions including Loan IQ, Trade, and Corporate Channels. This role is responsible for driving customer adoption, retention, renewal readiness, and long term value realization while serving as a trusted advisor to customers and a key partner across Sales, Product, Professional Services, and Support teams. The successful candidate will combine strong customer relationship management, commercial acumen, and domain expertise in lending or financial services to ensure customers achieve their business objectives and maximize the value of their Finastra investment.

Job Responsibilities

• Drive customer 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 customer health, usage trends, and risk indicators, proactively addressing challenges and escalation management.
• Lead customer engagements including onboarding, success reviews, and executive business reviews.
• Partner with Sales teams to support renewals, increase retention, and identify expansion opportunities.
• Act as a trusted advisor and executive sponsor for key strategic accounts.
• Support customer transformation initiatives including cloud migration, platform modernization, upgrades, and SaaS adoption.
• Drive adoption of new product capabilities and promote best practices for change management and user adoption.
• Collaborate with Product, Engineering, Support, and Professional Services teams to resolve issues and improve customer outcomes.
• Provide customer insights and feedback to influence product strategy and service improvements.
• Contribute to revenue retention, customer satisfaction, and overall portfolio growth through effective customer engagement.

Required Skills

• 8+ years of experience in Customer Success, Account Management, Client Services, or similar customer facing roles within enterprise software/SaaS environments.
• Proven success managing complex enterprise customer portfolios and driving retention and renewal outcomes.
• Experience within financial services, corporate lending, banking technology, or trade finance.
• Strong executive stakeholder management and customer engagement skills.
• Demonstrated ability to operate within metrics driven Customer Success frameworks using customer health and adoption data.
• Experience leading customer transformation initiatives, including cloud adoption, SaaS migrations, or platform modernization.
• Excellent communication, presentation, and relationship building skills across technical and business audiences.
• Strong analytical and problem solving capabilities with a proactive approach to 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.

Benefits

Flexibility: unlimited vacation (subject to local regulations and business priorities), hybrid working arrangements, paid time off for voting, bereavement, and sick leave. Well being: access to employee assistance programs, wellbeing champions, and monthly wellbeing events. Health & Financial Security: medical, life and disability insurance, retirement plans, lifestyle, and other benefits. Sustainability: paid time off for volunteering and donation matching opportunities. Inclusion: participation in employee communities such as Count Me In, and Career Development: online learning, accredited courses, and skills navigation tools.