Customer Success Manager

Finastra seeks a Customer Success Manager in Baden to drive product adoption and retention. The role requires deep industry knowledge, strategic account management, and fluent German to ensure clients achieve measurable value.

This position leverages specialized industry expertise and product familiarity to guarantee that clients derive tangible benefits from Finastra’s offerings. The professional is responsible for the entire customer lifecycle, starting from the initial sale, with a focus on boosting usage, realizing value, maintaining high satisfaction levels, and securing long-term loyalty. By aligning daily activities with broader corporate objectives, the role aims to enhance retention rates and foster continuous value creation for the client base.

Responsibilities

• Implement the company’s success framework and coverage model to deliver consistent results.
• Collaborate with Sales, Support, Services, and Product teams to create a unified and positive client experience.
• Manage proactive client interactions from the moment of sale, maintaining regular contact throughout their journey.
• Create tailored success strategies that link client business objectives with the company’s value offerings, while tracking adoption and value realization.
• Coordinate internal resources to maximize client outcomes, share feedback, drive improvements, and showcase success stories.
• Work with Support and Services teams to ensure clients receive adequate training and understand how to use available tools effectively.
• Spot cross-selling and up-selling chances that align with client strategies and work with Sales to advance these opportunities.
• Detect potential risks within accounts and manage escalations by engaging the appropriate internal stakeholders.
• Monitor and report on key metrics related to usage, adoption, and overall customer health.
• Cultivate lasting client relationships based on trust, consistency, and the delivery of clear value.

Requirements

• Background in customer-facing positions such as consulting, account management, or support, with experience in issue resolution and relationship building.
• Proven ability to design Customer Success Plans that lead to measurable results like improved retention or NPS scores.
• Excellent communication, presentation, and interpersonal abilities, including skill in influencing and negotiating with stakeholders.
• A customer-first attitude with a dedication to excellence and driving value for clients.
• Capacity to work independently, take ownership of tasks, and remain accountable for outcomes.
• A design-thinking approach with strong capabilities in identifying root causes and solving problems.
• Strong skills in prioritization, reporting, and synthesizing complex information into clear insights.
• Commercial awareness and business acumen to understand and discuss client business drivers.
• Fluent proficiency in German is mandatory.

What the company offers

• Unlimited vacation policy, subject to local laws and business needs.
• Flexible hybrid work arrangement.
• Inclusive leave policies including time off for voting, bereavement, and illness.
• Confidential one-to-one support via the Employee Assistance Program.
• Invitations to monthly events and initiatives aimed at employee well-being.
• Comprehensive benefits including medical, life, and disability insurance, retirement plans, and lifestyle perks.
• Paid time off for volunteering and opportunities for donation matching.
• Access to online learning and accredited courses through the Skills & Career Navigator tool.
• Participation in the global Finastra Celebrates recognition program.

About the company

Finastra operates as a global leader in financial services software, committed to broadening access to financial services and shaping the future of the industry. The organization fosters an inclusive environment that values diverse perspectives and cultural backgrounds, ensuring every employee feels supported and able to be their authentic self.

• Commitment to expanding access to financial services and innovating the industry.
• Valuing uniqueness and diverse perspectives to create an inclusive workplace.
• Supporting employees to be their authentic selves within a culturally diverse environment.