Customer Success Director

Director of Strategy, Corporate Development & PMO

We are looking for a Director of Strategy, Corporate Development & PMO to join our Universal Banking organization. This is a high-impact, enterprise-level role reporting directly to the Chief of Staff, sitting at the centre of strategy execution, governance, and value delivery for one of Finastra's most important businesses.

The role is an opportunity to combine strategic thinking with strong execution discipline and succeed in complex, matrixed environments with senior-level exposure.

We are seeking a Customer Success Director
- Corporate Lending to lead customer success outcomes across a portfolio of strategic customers using solutions including Loan IQ, Trade, and Corporate Channels.

Responsibilities include:

• Driving customer adoption, retention, renewal readiness, and long-term value realization.
• Developing and executing Customer Success Plans aligned to customer objectives and strategic priorities.
• Monitoring customer health, usage trends, and risk indicators and proactively addressing challenges and managing escalations.
• Leading customer engagements including onboarding, success reviews, and executive business reviews.
• Partnering with Sales teams to support renewals, increase retention, and identify expansion opportunities.
• Acting as a trusted advisor and executive sponsor for key strategic accounts.
• Supporting customer transformation initiatives including cloud migration, platform modernization, upgrades, and SaaS adoption.
• Driving adoption of new product capabilities and promoting best practices for change management and user adoption.
• Collaborating with Product, Engineering, Support, and Professional Services teams to resolve issues and improve customer outcomes.
• Providing customer insights and feedback to influence product strategy and service improvements.
• Contributing to revenue retention, customer satisfaction, and overall portfolio growth through effective customer engagement.

• 8+ years of experience in Customer Success, Account Management, Client Services, or similar customer-facing roles within enterprise software/SaaS environments.
• Proven success managing complex enterprise customer portfolios and driving retention and renewal outcomes.
• Experience with in financial services, corporate lending, banking technology, or trade finance.
• Strong executive stakeholder management and customer engagement skills.
• Demonstrated ability to operate within metrics-driven Customer Success frameworks using customer health and adoption data.
• Experience leading customer transformation initiatives, including cloud adoption, SaaS migrations, or platform modernization.
• Excellent communication, presentation, and relationship-building skills across technical and business audiences.
• Strong analytical and problem-solving capabilities with a proactive approach to risk management.
• Experience with Corporate Lending solutions such as Loan IQ, Trade, or Corporate Channels is highly desirable.
• Previous people leadership or team management experience is advantageous.

We are proud to offer a range of incentives to our employees worldwide.

• Unlimited vacation (subject to local regulations and business priorities).
• Hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being support through Employee Assistance Program, Wellbeing Champions, and Gather Groups.
• Medical, life and disability insurance, retirement plans, lifestyle benefits.
• Paid time off for volunteering and donation-matching opportunities.
• Inclusion initiatives such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra.
• Access to online learning and accredited courses via Skills & Career Navigator.
• Participation in the global recognition program Finastra Celebrates.

Finastra is a global leader in financial services software, supporting over 7,000 customers and 80% of the world’s top 50 banks in more than 110 countries.