At a Glance
- Tasks: Manage and grow relationships with Specialist Lender customers to drive success and retention.
- Company: Finova, the UK's largest financial services technology provider, shaping the future of lending.
- Benefits: Hybrid working, private medical insurance, flexible holidays, and wellness support.
- Other info: Enjoy a vibrant workplace culture with regular socials and a focus on employee well-being.
- Why this job: Join a dynamic team driving innovation in financial technology and make a real impact.
- Qualifications: 5+ years in Customer Success or Strategic Account Management with strong relationship skills.
The predicted salary is between 55000 - 65000 £ 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. We’re committed to supporting a healthy balance between work and life.
- Private medical insurance: Comprehensive health cover, with the option to add your family to your plan, because your well‑being matters to us.
- 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, offering paid time off for when plans change or alternative paths to parenthood are needed.
- Work from anywhere: Some thrive in the office, others at home — and many do best with choice. 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. And, you can re‑book any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.
- Company pension scheme: With salary exchange, you save on tax and can build a secure future.
- Employee assistance programme: We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.
- Electric car scheme: Get a brand‑new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.
- Health cash plan: Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.
- Gym discounts: Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centres nationwide.
- Perks that matter: We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.
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) in London employer: finova
Finova is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the heart of London or Manchester. With a strong commitment to employee well-being, we provide comprehensive benefits including hybrid working options, private medical insurance, and a flexible holiday package, ensuring our team members thrive both personally and professionally. Join us to be part of a forward-thinking company that values your growth and offers unique perks like an electric car scheme and gym discounts, all while shaping the future of UK lending.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Account Manager (12-month FTC) in London
✨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 understanding Finova's products and services inside out. Show them you’re not just another candidate; you’re genuinely interested in how their tech is shaping the future of UK lending.
✨Tip Number 3
Practice your pitch! Be ready to discuss how your experience aligns with driving customer value and retention. Use specific examples that highlight your success in managing complex relationships.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Finova team.
We think you need these skills to ace Senior Customer Success Account Manager (12-month FTC) in London
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 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 get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at finova
✨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 your previous roles. This shows you understand the core of the Senior Customer Success Account Manager position.
✨Showcase Your Relationship Management Skills
Prepare examples of how you've built and maintained strong relationships with senior stakeholders. Highlight specific instances where your efforts led to customer growth or retention. This will demonstrate your ability to manage complex accounts effectively.
✨Demonstrate Strategic Thinking
Think about how you can contribute to Finova's strategy for customer success. Be ready to share your ideas on driving platform adoption and creating value for customers. This will show that you're not just reactive but proactive in your approach.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to risk management or churn prevention. Prepare to discuss how you'd handle escalations or identify upsell opportunities. This will help the interviewers see your problem-solving skills in action.
