Retail Lending CSM: Drive Adoption, Retention & Growth

US1 Finastra Technology, Inc; Atlanta (GA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working arrangements

Health insurance

Paid time off

Wellbeing programs

Retirement plans

Job summary

Finastra is seeking a Customer Success Manager, Retail Lending, to own post-sale experiences, drive retention, and ensure value realization across LaserPro and Mortgage Bot. You will manage adoption, health, and renewals, partnering with Sales and Product teams to advocate for customer needs.

Based in the US, this role blends high-touch engagement for strategic accounts with scalable digital motions, leveraging AI insights to prioritize actions and improve health scores across the portfolio.

Qualifications

• Proven experience in Customer Success, Client Services, or Account Management within enterprise SaaS.
• Experience supporting financial services, lending platforms, or other regulated enterprise software.
• Proven ability to manage complex customer relationships and influence multiple stakeholders.
• Strong analytical skills with experience using customer health, usage, and engagement data.

Responsibilities

• Drive customer adoption of Finastra's Retail Lending platforms to ensure realization of intended business outcomes.
• Develop and maintain Customer Success Plans aligned to customer goals and platform capabilities.
• Proactively monitor product usage, adoption trends, and outcome attainment across accounts.
• Deliver enablement, training, and adoption programs; identify and manage risks proactively.
• Partner with Sales or Account Management on renewal execution and risk assessment.

Skills

Customer Success

Stakeholder management

Analytical skills

Executive communication

Tools

CS platforms

Job description

Finastra is seeking a Customer Success Manager, Retail Lending, to own post-sale experiences, drive retention, and ensure value realization across LaserPro and Mortgage Bot. You will manage adoption, health, and renewals, partnering with Sales and Product teams to advocate for customer needs.

Based in the US, this role blends high-touch engagement for strategic accounts with scalable digital motions, leveraging AI insights to prioritize actions and improve health scores across the portfolio.