Digital Customer Success Manager Jobs in Georgia

The Customer Success Manager, Retail Lending, is responsible for ensuring customers achieve ongoing value, adoption, and satisfaction from Finastra's Retail Lending solutions - LaserPro and MortgageBot. The CSM owns the post-sale customer experience through renewal readiness, acting as a trusted advisor to customer stakeholders while proactively managing adoption, risk, and outcomes.

This role focuses on retention, customer health, and lifecycle execution, operating within a structured, metrics-driven Customer Success model that blends high-touch engagement for strategic customers with scaled, digital, one-to-many motions for broader segments.

Responsibilities & Deliverables:

Customer Outcomes & Adoption

• Drive customer adoption of Finastra's Retail Lending platforms to ensure realization of intended business and operational outcomes.

• Develop and maintain Customer Success Plans aligned to customer goals, regulatory requirements, and platform capabilities.

• Proactively monitor product usage, adoption trends, and outcome attainment across assigned accounts.

• Deliver targeted enablement, training, and adoption programs

• Identify and manage risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner

• Serve as a trusted advisor to operational and executive stakeholders at customer institutions.

Retention & Renewal Readiness

• Own customer health for assigned accounts, proactively identifying and mitigating retention risk.

• Prepare customers for successful renewals by ensuring value realization, stakeholder alignment, and issue resolution.

• Partner with Sales or Account Management on renewal execution, providing customer insight, risk assessment, and advocacy.

• Participate in renewal forecasting and retention reporting.

Expansion Identification

• Serve as the primary post sales point of contact and trusted advisor

• Recognize & communicate the value of additional Finastra solutions in line with customer strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver

Customer Engagement & Experience

• Develop and execute Customer Success Action Plans for assigned accounts

• Execute structured engagement models, including onboarding support as customers move from implementation to production, regular success reviews, and executive business reviews as appropriate by segment.

• Manage escalations effectively, coordinating with Support, Professional Services, and Product teams to resolve issues.

• Ensure consistent, high-quality customer experiences across the lifecycle.

• Provide visibility into performance, risks, and upcoming steps

Digital, AI & One-to-Many Success

• Leverage digital Customer Success programs, lifecycle campaigns, and in-product guidance to engage customers at scale.

• Use AI-driven insights and health scoring to prioritize engagement and identify churn or adoption risk.

• Contribute to the development and execution of one-to-many initiatives such as webinars, enablement content, and automated value messaging.

• Balance high-touch and digital engagement models based on customer segment, complexity, and risk.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Support, Professional Services, and Risk/Compliance teams to drive customer outcomes.

• Provide structured customer feedback to inform product improvements and roadmap priorities.

• Advocate internally for customer needs while aligning with Finastra's operating and compliance standards.

• Contribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business

• Communicate process/ tools/ systems improvement opportunities to the Customer Success Operations team

Key Metrics of Success

• Customer health and adoption metrics

• Gross retention and churn for assigned accounts / portfolio

• Renewal readiness and forecast accuracy

• Time-to-value and onboarding effectiveness

• Customer satisfaction (NPS / CSAT)

• Engagement effectiveness across high-touch and digital motions

Required Experience & 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.

• Excellent communication and executive presentation skills.

Preferred Qualifications:

• Experience with lending, credit, or core banking platforms.

• Familiarity with Customer Success platforms and digital engagement tools.

• Experience working within scaled or segmented Customer Success models.

• Exposure to SaaS transformations, cloud migrations, or platform modernization initiatives.