What will you contribute?

The Customer Success Director (CSD) – Corporate Lending is responsible for executing Customer Success strategy across a defined portfolio, region, or segment within Finastra’s Corporate Lending business (Loan IQ, Trade, Corporate Channels).

This role is accountable for delivering customer outcomes at scale—driving adoption, retention, and renewal readiness - while operationalizing a consistent, metric-driven Customer Success model.

The CSD acts as a senior point of escalation for customers and internal teams, while also owning the success blueprint for a portfolio of strategic customers.

Responsibilities & Deliverables:

Customer Outcomes & Portfolio Delivery

• Drive adoption, value realization, and measurable customer outcomes across the assigned portfolio

• Execute Customer Success Plans aligned to customer objectives and business priorities

• Monitor portfolio health (usage, adoption, outcomes) and intervene proactively

• Own escalations for high-risk or high-impact issues, driving timely resolution across teams

• Act as executive sponsor for selected strategic accounts

Customer Engagement & Experience

• Develop and execute account-level Customer Success action plans

• Lead structured engagements (onboarding, success reviews, Executive Business Reviews)

• Deliver a consistent, high-quality customer experience across all touchpoints

• Provide clear visibility on progress, risks, and next steps to customers and leadership

• Improve time-to-value and lifecycle effectiveness across the portfolio

Retention & Renewal

• Own customer health and retention performance for the assigned segment

• Proactively identify and mitigate churn risk using structured health frameworks

• Partner with Sales to drive renewal readiness through value articulation and stakeholder alignment

• Support renewal forecasting with clear risk assessments and insights

Customer Transformation

• Lead Customer Success engagement for transformation initiatives (cloud, upgrades, platform consolidation)

• Drive successful transitions from legacy to SaaS-enabled platforms

• Accelerate adoption of new capabilities, including AI-driven functionality

• Partner with Product and Professional Services on migration and post-go-live adoption

• Identify and mitigate transformation risks; track value realization linked to business outcomes

Change Management & Adoption

• Establish structured change and adoption frameworks (stakeholder alignment, enablement, communications)

• Drive user adoption, behavioral change, and process alignment

• Support customers through organizational and operational impacts of transformation

• Reinforce adoption through usage insights, health metrics, and targeted interventions

Cross-Functional Collaboration

• Partner with Product, Engineering, Support, and Services to resolve issues and improve outcomes

• Provide actionable customer feedback to influence product enhancements

• Act as a key interface across Customer Success and the wider Lending organization

• Drive alignment across lifecycle functions to deliver a unified customer experience

• Contribute to internal enablement and continuous improvement initiatives

Expansion & Commercial Support

• Serve as the primary post-sales trusted advisor

• Identify and develop expansion opportunities aligned to customer strategy

• Partner with Sales on upsell and cross-sell execution

• Align services, success, and support teams to commercial priorities

• Contribute to Net Revenue Retention through strong engagement and value delivery

Key Metrics of Success

• Customer adoption and portfolio health

• Gross retention and churn reduction

• Renewal readiness and forecast accuracy

• Customer satisfaction (NPS / CSAT)

• Time-to-value and onboarding effectiveness

• Engagement effectiveness across customer segments

Requirements & Qualifications:

Core Experience

• 8–12 years in Customer Success, Account Management, or Client Services within enterprise SaaS

• 3–5 years in people leadership or team management

• Proven track record managing complex portfolios and delivering retention outcomes

• Experience within financial services, lending, or trade finance

Preferred

• Experience with corporate lending platforms (e.g., Loan IQ, Trade, Corporate Channels)

• Familiarity with Customer Success tools and digital engagement models

• Exposure to SaaS transformation, cloud migration, or platform modernization

Leadership & Capability

• Strong stakeholder management, including executive-level engagement

• Experience operating in metrics-driven Customer Success environments

• Data-driven, with strong analytical and problem-solving capability

• Excellent communication and presentation skills across technical and business audiences