At a Glance
- Tasks: Manage relationships and drive success for Specialist Lender customers using innovative technology.
- Company: Finova, the UK's largest financial services tech provider, shaping the future of lending.
- Benefits: Hybrid working, private medical insurance, flexible holidays, and gym discounts.
- Other info: Enjoy a vibrant workplace culture with weekly socials and a focus on well-being.
- Why this job: Join a dynamic team driving innovation in financial services and make a real impact.
- 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.
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 including private medical insurance, flexible holiday packages, and a supportive work culture, employees are empowered to thrive both personally and professionally. Join a team that values innovation and collaboration, while enjoying unique perks like the opportunity to work abroad and access to gym discounts.
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 on LinkedIn, and don’t be shy about asking for insights into the company culture and the role. A friendly chat can give you an edge and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching Finova’s products and services. Understand how they help their clients succeed, and think of ways you can contribute to that success. Show them you’re not just another candidate; you’re the one they need!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Senior Customer Success Account Manager. Highlight your achievements in customer retention and growth, and make it clear how you can drive value for Finova.
✨Tip Number 4
Follow up after your interview with a thank-you note. It’s a simple gesture that shows your enthusiasm for the role and keeps you top of mind. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the team!
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. This is crucial for our success together!
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 Customer Success Metrics
Before the interview, brush up on key metrics like ARR retention and NRR. Be ready to discuss how you've successfully managed these in past roles, especially with complex enterprise customers. This shows you understand the core of the role and can hit the ground running.
✨Showcase Your Relationship Management Skills
Prepare examples that highlight your ability to build and maintain strong relationships with senior stakeholders. Think about specific instances where you’ve turned a challenging relationship into a success story. This will demonstrate your strategic approach to customer success.
✨Demonstrate Commercial Acumen
Be ready to discuss how you've identified upsell and cross-sell opportunities in previous positions. Share concrete examples of how your actions led to increased revenue for your past employers. This will show that you’re not just focused on customer satisfaction but also on driving growth.
✨Prepare for Cross-Functional Collaboration Questions
Since this role involves working closely with Product, Delivery, and Support teams, think of examples where you’ve successfully collaborated across departments. Highlight how you’ve optimised processes or improved customer experiences through teamwork. This will illustrate your collaborative spirit and problem-solving skills.
