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.

Role Overview

The Vice President of Customer Success is responsible for ensuring long-term customer value, satisfaction, and retention across Finastra Lending. This role owns the post-sale customer lifecycle, with a clear mandate of maximizing customer outcomes, protecting revenue, reducing churn and driving the transformation of customer success across Lending.

The Vice President will lead the Lending Global Customer Success organization serving both high value, low volume and high volume, low value customers. The role will lead the modernisation of the Lending customer experience operating model using AI, automation, and digital-first engagement to drive scale, consistency, impact and predictability.

Key Responsibilities

Customer Success Strategy & Outcomes

• Define and execute a global Customer Success strategy focused on adoption, value realization, and retention for Finastra Lending customers.
• Ensure customers achieve measurable operational, financial, and regulatory outcomes from Finastra’s lending platforms.
• Own customer health frameworks, lifecycle governance, and success planning across the portfolio.
• Act as executive sponsor for strategic accounts, managing senior-level relationships and escalations.

Retention

• Own gross revenue retention, renewal readiness, and churn prevention across all Lending customers.
• Establish proactive risk identification and mitigation processes for at-risk accounts.
• Partner with Sales and Account Management on renewal execution, while remaining accountable for customer readiness, advocacy, and satisfaction.
• Drive disciplined renewal forecasting and retention reporting.

AI, Automation & Digital Scale

• Design and implement a scaled Customer Success model leveraging AI, automation, and digital engagement to support a diverse global customer base efficiently.
• Deploy one-to-many Customer Success strategies including digital onboarding, in-product guidance, lifecycle campaigns, and automated value messaging.
• Leverage AI-driven insights for customer health scoring, churn prediction, adoption monitoring, and renewal risk identification.
• Partner with Product and Engineering to embed Customer Success capabilities directly into the product experience.
• Optimise CS coverage models by segment, balancing high-touch engagement for strategic customers with scalable digital motions for broader segments.
• Drive measurable improvements in productivity, consistency, and cost-to-serve through automation and intelligent tooling.

Customer Lifecycle & Experience

Lead onboarding, adoption, and ongoing engagement models that reduce time-to-value and improve long-term stickiness.

• Standardize success plans, executive business reviews, and outcome tracking for enterprise customers.
• Ensure consistent, high-quality customer experiences across regions, segments, and engagement models.

Organizational Leadership

• Lead and develop a global team of Customer Success Managers and Enablement professionals.
• Build a performance-driven culture grounded in customer outcomes, accountability, and continuous improvement.
• Define clear roles, career paths, and enablement programs aligned to both high-touch and scaled CS motions.

Operating Model & Cross-Functional Alignment

• Implement scalable Customer Success processes, tooling, and analytics (e.g., AI-enabled health scoring, adoption dashboards, renewal risk models).
• Partner cross-functionally with Product, Engineering, Support, Professional Services, Risk, and Compliance to address systemic customer issues and improve outcomes.
• Serve as the voice of the customer within the Lending organization, influencing roadmap priorities and service improvements.

Key Metrics of Success

• Gross Revenue Retention
• Churn and retention rates
• Customer health, adoption, and engagement metrics
• Time-to-value and onboarding efficiency
• Digital engagement effectiveness and CS productivity
• Customer satisfaction (NPS / CSAT)
• Renewal forecast accuracy

Required Experience & Qualifications

• 15+ years of experience in Customer Success, Client Services, or Account Management within enterprise SaaS.
• 5+ years leading global, senior-level teams.
• Strong experience in financial services technology, lending platforms, or other regulated enterprise software environments.
• Demonstrated success building scaled, digital-first Customer Success models using AI and automation.
• Proven track record of reducing churn and driving renewals in complex, mission-critical environments.
• Executive-level communication skills with the ability to engage C-suite stakeholders.

Preferred Qualifications

• Background in lending, credit, or core banking platforms.
• Experience implementing Customer Success platforms and AI-enabled analytics.
• Global operating experience across North America, EMEA, and APAC.
• Experience supporting SaaS modernization, cloud migration, or platform transformation initiatives.

Leadership Profile

• Customer-first, outcome-driven executive
• Strategic yet operationally rigorous
• Data- and insight-led decision maker
• Strong change leader with credibility across Product, Sales, and Engineering
• Focused on scale, efficiency, and long-term customer trust

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:

?       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

?       Well-being: 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.

?       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

?       Sustainability: Benefit from paid time off for volunteering and donation matching.

?       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

?       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

?       Recognition: 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.