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Who are we?
At Finastra, we鈥檙e a global leader in financial services software, dedicated to expanding access to financial services and shaping what鈥檚 next for the industry. Our technology powers mission鈥慶ritical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world鈥檚 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鈥檚 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鈥攄riving adoption, value realization, customer satisfaction, and long鈥憈erm retention.
Working in collaboration with the broader BU CXO teams, you will help deliver an excellent customer experience and support Finastra鈥檚 strategic goals of improved retention, increased adoption, and customer value creation.
Responsibilities & Deliverables:
Deliver Finastra鈥檚 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鈥檚 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鈥憇ell and up鈥憇ell 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鈥慺acing 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鈥慶entric mindset with a passion for delivering excellence and driving customer value.
Ability to work autonomously, take ownership, and maintain accountability.
Design鈥憈hinking mindset with strong root鈥慶ause identification and problem鈥憇olving 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.
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 uphold:
路聽聽聽聽聽聽 Flexibility:聽Enjoy unlimited vacation,聽based on your location and business priorities. Hybrid working arrangements,聽and聽inclusive policies such as paid time off for voting, bereavement, and sick leave.
路聽聽聽聽聽聽 Well-being:聽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.
路聽聽聽聽聽聽 Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
路聽聽聽聽聽聽 Sustainability:聽Benefit from paid time off for volunteering and donation matching.
路聽聽聽聽聽聽 DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
路聽聽聽聽聽聽 Career Development:聽Access online learning and accredited courses through our Skills & Career Navigator tool.
路聽聽聽聽聽聽 Recognition:聽Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and 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.
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