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 with