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 lending and savings technology provider.
- Benefits: Enjoy hybrid working, private medical insurance, flexible holidays, and gym discounts.
- Other info: Work in a supportive, inclusive culture with opportunities for personal and professional growth.
- 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 65000 - 78000 £ per year.
About Finova
Finova is the UK's leading lending and savings 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 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: Provides reimbursement for everyday healthcare costs.
- Gym discounts: Achieve your fitness goals for less with GymFlex.
- Perks that matter: A fully stocked pantry of fresh fruit and snacks and 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 Manager employer: finova
Finova is an exceptional employer, offering a dynamic work culture that prioritises innovation and employee well-being. With a hybrid working model, comprehensive health benefits, and a commitment to professional growth, employees are empowered to thrive both personally and professionally in the vibrant city of Manchester. The company's focus on flexibility, inclusivity, and support for family-friendly policies makes it an attractive choice for those seeking meaningful and rewarding employment in the fintech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at finova. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like finova before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to finova:Your cover letter is your chance to shine! Tell us why you want to work at finova specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at finova!
How to prepare for a job interview at finova
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
