At a Glance
- Tasks: Drive customer success and growth for Specialist Lender accounts in a dynamic tech environment.
- Company: Join Finova, the UK's leading financial services technology provider.
- Benefits: Enjoy hybrid working, private medical insurance, and a flexible holiday package.
- Other info: Experience a vibrant workplace culture with weekly socials and wellness perks.
- Why this job: Be a key player in shaping the future of UK lending with innovative technology.
- Qualifications: 5+ years in Customer Success or Strategic Account Management with strong relationship skills.
The predicted salary is between 60000 - 75000 £ per year.
About Finova
Finova is the UK’s largest financial services 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.
For Lenders
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.
About the Role
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.
The Ideal Profile
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.
About you
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.
- Experience managing complex enterprise and regulated financial services customers.
- Strong executive stakeholder management and commercial acumen.
- Demonstrated success improving NRR within strategic accounts.
What will you be doing?
As a Senior Customer Success Account 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.
What We Offer
- Hybrid working: Work in a hybrid way that suits you. Our model is primarily office‑based, with flexibility to work remotely as needed.
- Private medical insurance: Comprehensive health cover, with the option to add your family to your plan.
- 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.
- Work from anywhere: 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.
- Company pension scheme: With salary exchange, you save on tax and can build a secure future.
- Employee assistance programme: Access to a 24/7 confidential counselling helpline.
- Electric car scheme: Get a brand‑new electric vehicle with salary sacrifice as a benefit.
- Health cash plan: Our Health Cash Plan empowers you to prioritise your wellbeing.
- Gym discounts: Achieve your fitness goals for less with GymFlex.
- Perks that matter: We fuel your day with a fully stocked pantry of fresh fruit and snacks.
Equal Opportunity Statement
We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.
Senior Customer Success Account Manager (12-month FTC) Customer Success · London, Manchester · employer: Finova Technologies Private Limited
Finova is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid working model that promotes work-life balance. With comprehensive benefits such as private medical insurance, flexible holiday packages, and a supportive work culture, employees are empowered to thrive both personally and professionally. The opportunity to work with leading financial institutions in a dynamic environment further enhances the appeal of joining our team in London or Manchester.
Contact Details:
Finova Technologies Private Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Account Manager (12-month FTC) Customer Success · London, Manchester ·
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Finova on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Finova’s products and recent news. Show them you’re not just another candidate but someone who genuinely cares about their mission and values.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating how your experience aligns with driving customer value and retention, as that’s key for this role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your enthusiasm for the role. It shows you’re keen and keeps you fresh in their minds.
We think you need these skills to ace Senior Customer Success Account Manager (12-month FTC) Customer Success · London, Manchester ·
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Success Account Manager role. Highlight your experience in managing complex relationships and driving customer growth, as these are key for us at Finova.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've improved NRR or managed strategic accounts in the past. We love a good story!
Showcase Your Commercial Acumen:In your application, don’t forget to showcase your commercial skills. Talk about how you've identified upsell opportunities or driven retention strategies in previous roles. This is crucial for our success!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Finova Technologies Private Limited
✨Know Your Numbers
As a Senior Customer Success Account Manager, you'll need to demonstrate your understanding of key metrics like ARR and NRR. Be prepared to discuss specific examples from your past roles where you've successfully driven these metrics. This shows you not only understand the numbers but can also impact them positively.
✨Showcase Relationship Management Skills
This role requires managing complex relationships with Specialist Lender customers. Think of examples where you've built strong relationships and how that led to customer success. Highlight your ability to navigate executive stakeholder management and how you’ve influenced decisions in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Prepare by thinking through potential challenges you might face in this role, such as handling escalations or driving churn prevention, and how you would approach them.
✨Understand Finova’s Value Proposition
Familiarise yourself with Finova's technology suite and how it benefits lenders. Be ready to discuss how you can leverage this knowledge to create value for customers. Showing that you understand their offerings will demonstrate your commitment and readiness to contribute from day one.
