At a Glance
- Tasks: Manage and grow relationships with Specialist Lender customers to drive success and value.
- Company: Join Finova, the UK's largest financial services tech provider, shaping the future of lending.
- Benefits: Enjoy hybrid working, private medical insurance, flexible holidays, and wellness support.
- Other info: Work in a supportive environment with excellent career growth and diverse team culture.
- Why this job: Be a key player in driving innovation and customer success in a dynamic industry.
- 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.
- 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) employer: finova
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 family-friendly policy, employees are empowered to thrive both personally and professionally. Located in vibrant London or Manchester, Finova fosters a collaborative culture where innovation is encouraged, making it an ideal place for those looking to make a meaningful impact in the financial services technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Account Manager (12-month FTC)
✨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 lending.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success and managed complex relationships. This will help you stand out as the strategic partner they need.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement about the role can leave a lasting impression and keep you top of mind.
We think you need these skills to ace Senior Customer Success Account Manager (12-month FTC)
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. We want to see how you've identified upsell opportunities and driven value for your clients. Numbers speak volumes!
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 updates from us!
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 past roles, especially with complex enterprise clients. 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 successful partnership, as this will resonate well with the hiring team.
✨Demonstrate Strategic Thinking
Be ready to talk about your approach to developing customer success strategies. Share how you've identified upsell and cross-sell opportunities in the past, and how you plan to apply that knowledge at Finova. This will show your strategic mindset and commercial acumen.
✨Understand Finova's Value Proposition
Research Finova’s technology solutions and their impact on the financial services sector. Be prepared to discuss how you can drive platform adoption and create value for customers. This demonstrates your genuine interest in the company and its mission.
