Director, Customer Success - Retail Lending

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.

Your Future At Finastra

At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services.

We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands-on training and mentorship to leadership development and industry certifications. You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future.

Our career development isn’t just a program—it’s a promise. With access to cutting-edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together—and that’s how we shape what’s next in finance.

Why join us?

We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area. Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives.

Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth With us, you can grow, innovate, and make a real impact.

Learn About Our Benefits

At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well-being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives. Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture

Our Commitment

At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work.