Lead Customer Success Manager (Payments)

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.

What will you contribute?

The Lead Customer Success Manager combines hands-on account management with team leadership to drive strong customer outcomes and consistent execution across the Customer Success function. In this role, you will manage a small team of Customer Success Managers while directly supporting key customer accounts, ensuring customers achieve value from Finastra’s solutions and services.

You will partner closely with Account Executives across the customer lifecycle. While AEs coordinate activity through the sales cycle, you and your team own customer success post-sale, driving adoption, customer satisfaction, retention, and growth.

By working closely with Sales, Support, Services, and Product teams, you will help deliver a positive and consistent customer experience, while developing your team and reinforcing best practices in customer engagement and success planning.

Responsibilities & Deliverables

• Manage, coach, and support a team of Customer Success Managers, providing guidance on account strategy, prioritization, and customer engagement
• Conduct regular 1:1s, provide performance feedback, and support ongoing development of team members
• Own a small portfolio of customer accounts, driving adoption, value realization, and retention
• Ensure your team delivers consistent execution of Customer Success Plans aligned to customer goals and Finastra value propositions
• Support CSMs in managing customer relationships, including risk identification, escalations, and renewal readiness
• Partner with Sales on account planning and identify cross-sell and up-sell opportunities
• Build strong working relationships with internal stakeholders across Sales, Support, Services, and Product
• Monitor customer health, usage, and adoption metrics across team accounts; ensure accurate tracking and reporting
• Step in as needed to support escalations and ensure timely resolution of customer issues
• Promote best practices, knowledge sharing, and continuous improvement within the team
• Contribute to a customer-first culture focused on accountability, consistency, and value delivery
  
  

Required Skills & Experience

• Experience in Customer Success, account management, consulting, or a similar customer-facing role
• Prior experience leading or mentoring others, with demonstrated ability to support team development and performance
• Strong customer management skills with experience driving adoption, retention, and customer satisfaction
• Ability to balance individual account responsibilities with team leadership
• Strong communication and interpersonal skills, with the ability to influence and build relationships with internal and external stakeholders
• Problem-solving mindset with the ability to manage escalations and identify practical solutions
• Organized and detail-oriented, with the ability to prioritize across multiple customers and team needs
• Commercial awareness and understanding of customer business drivers
• Self-starter with a strong sense of ownership and accountability
  
  

Benefits

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 stand for:

Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.

Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*

Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.

Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.

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

Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.

• Specific benefits may vary by location.
  
  

At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.

Be unique. Be exceptional. 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.