Senior Customer Success Manager

Senior Customer Success Manager - London/Cheltenham

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences.

Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs — all while staying fully compliant in a fast-moving market.

Own and grow a strategic portfolio of Specialist Lender customers across Finova’s lending technology platforms. Your core mission is to drive customer value, retention, expansion ARR, and Net Revenue Retention (NRR) while positioning Finova as a long-term strategic technology partner.

You are commercially driven, customer-focused, strategic, and highly collaborative. You possess the proven ability to manage complex Specialist Lender relationships and drive long-term customer growth.

To be successful in this role, you will need:

• 5+ years of experience in Customer Success, Strategic Account Management, or Enterprise SaaS.

• Proven ownership of ARR retention and expansion targets
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• Experience managing complex enterprise and regulated financial services customers.

• Strong executive stakeholder management and commercial acumen.

• Demonstrated success improving NRR within strategic accounts.

As a Senior Customer Success Manager, you will be the driving force behind our clients' continued success. Your day-to-day will involve:

• Relationship Management: Manage and develop senior relationships across Specialist Lender accounts.

• Strategy Ownership: Own customer success, retention, renewals, and expansion strategy across your assigned portfolio.

• Value Creation: Drive platform adoption, operational value, and tangible customer outcomes.

• Commercial Growth: Identify and deliver upsell and cross-sell opportunities to increase ARR and NRR.

• Account Leadership: Lead executive business reviews, account governance, and success planning.

• Cross-functional Collaboration: Partner with Product, Delivery, and Support teams to optimise the customer experience and delivery process.

• Risk Management: Proactively manage commercial risk, handle escalations, and drive churn prevention.

• Internal Advocacy: Act as the Voice of the Customer internally to influence product and service improvements.

• Hybrid working
  Work in a hybrid way that suits you. Our model is primarily office-based, with flexibility to work remotely as needed. We’re committed to supporting a healthy balance between work and life.

• Private medical insurance
  Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.

• Life assurance & income protection
  We provide life assurance and income protection to give you peace of mind for the future

• Family friendly policies
  Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.

• Work from anywhere
  Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.

• Flexible holiday package
  Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.

• Company…