Customer Success Enablement Specialist, Corporate Lending

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 Customer Success Enablement Specialist, Corporate Lending is responsible for designing, enabling, and continuously improving the Customer Success operating model across Finastra Lending. This role ensures that CSMs and regional leaders execute consistently against standardized success plans, renewal readiness, health frameworks, and engagement cadences.

This role translates strategy into repeatable field execution across both high-touch enterprise and scaled CS motions, driving predictability in adoption, retention, and customer outcomes.

Responsibilities & Deliverables:

Customer Success Operating Model & Playbooks

• Design and maintain global Corporate Customer Success playbooks across onboarding, adoption, renewal readiness, risk management, and escalations.
• Standardize Corporate Customer Success Plans, QBR templates, executive business reviews, and outcome tracking frameworks.
• Define coverage models, segmentation rules, and engagement cadences by customer tier.
• Establish renewal readiness checklists and success criteria aligned to GRR targets.

Field Enablement & Performance

• Build onboarding and continuous enablement programs for CSMs aligned to Corporate Lending workflows and regulatory environments.
• Develop role-based enablement for high-touch enterprise Corporate CSMs and scaled/digital CS motions.
• Partner with regional leaders to diagnose performance gaps and deploy targeted enablement.
• Drive adoption of processes and tooling through training, certification, and change management.

Metrics, Cadence & Governance

• Define weekly/monthly operating cadences for health reviews, renewal risk, and adoption performance.
• Partner with CS Ops / RevOps to operationalize dashboards for health, adoption, renewal readiness, and churn risk.
• Embed success criteria into performance management and career frameworks for CSMs.

Cross-Functional Alignment

• Partner with Sales Enablement, Professional Services, Support, Product, Risk, and Compliance to ensure field motions align to delivery realities and regulatory constraints.
• Ensure consistent execution of customer lifecycle motions across regions and segments.

Key Metrics of Success:

• Adoption of CS playbooks and lifecycle processes

• Consistency and quality of Success Plans and QBRs

• Renewal readiness coverage and forecast accuracy

• Time-to-value reduction

• CSM productivity and adherence to operating cadence

Required Experience & Qualifications:

• Proven Experience with Customer Success Enablement, CS Operations, Revenue Enablement, or Customer Success leadership roles
• Experience supporting enterprise SaaS CS organizations in regulated or mission-critical environments
• Proven ability to design operating models, playbooks, and enablement programs
• Strong analytical and program management skills
• Excellent stakeholder management and change leadership capabilities

Preferred Qualifications:

• Experience with financial services or lending platforms
• Experience working within segmented CS models (enterprise + scaled CS)
• Familiarity with CS platforms and lifecycle tooling

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 uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• Sustainability: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and 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.