Customer Success Manager, Retail Lending

About the role

The Customer Success Manager, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra’s Retail Lending solutions - LaserPro and MortgageBot. This role focuses on retention, customer health, and lifecycle execution, operating within a structured, metrics-driven Customer Success model.

Responsibilities

• Drive customer adoption of Finastra’s Retail Lending platforms to ensure realization of intended business and operational outcomes.
• Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities.
• Proactively monitor product usage, adoption trends, and outcome attainment across assigned accounts.
• Deliver targeted enablement, training, and adoption programs.
• Identify and manage risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner.
• Serve as a trusted advisor to operational and executive stakeholders at customer institutions.

Retention & Renewal Readiness

• Own customer health for assigned accounts, proactively identifying and mitigating retention risk.
• Prepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution.
• Partner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy.
• Participate in renewal forecasting and retention reporting.

Expansion Identification

• Serve as the primary post sales point of contact and trusted advisor.
• Recognize & communicate the value of additional Finastra solutions in line with customer strategic priorities.
• Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver.

Customer Engagement & Experience

• Develop and execute Customer Success Action Plans for assigned accounts.
• Execute structured engagement models, including onboarding support as customers move from implementation to production, regular success reviews, and executive business reviews as appropriate by segment.
• Manage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues.
• Ensure consistent, high-quality customer experiences across the lifecycle.
• Provide visibility into performance, risks, and upcoming steps.

Digital, AI & One-to-Many Success

• Leverage digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale.
• Use AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risk.
• Contribute to the development and execution of one-to-many initiatives such as webinars, enablement content, and automated value messaging.
• Balance high-touch and digital engagement models based on customer segment, complexity, and risk.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes.
• Provide structured customer feedback to inform product improvements and roadmap priorities.
• Advocate internally for customer needs while aligning with Finastra’s operating and compliance standards.
• Contribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business.
• Communicate process/ tools/ systems improvement opportunities to the Customer Success Operations team.

Required Experience & Qualifications

• Proven experience in Customer Success, Client Services, or Account Management within enterprise SaaS.
• Experience supporting financial services, lending platforms, or other regulated enterprise software.
• Proven ability to manage complex customer relationships and influence multiple stakeholders.
• Strong analytical skills with experience using customer health, usage, and engagement data.
• Excellent communication and executive presentation skills.