Customer Success Enablement Specialist, Retail Lending

Who are we? At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries. What will you contribute? The Customer Success Enablement Specialist, Retail Lending, in charge of Digital Customer Success, AI & Automation, owns the design and rollout of digital-first Customer Success motions across Finastra Lending. This role partners with CS Ops, Support, and Services to embed AI-driven health scoring, churn prediction, lifecycle automation, and in-product guidance into the customer experience. This role is accountable for scaling Customer Success efficiently for high-volume, low-ACV segments while improving productivity and consistency across the entire CS organization. Responsibilities & Deliverables: Digital Customer Success Strategy & Scaled Motions Design and deploy one-to-many Customer Success programs including digital onboarding, lifecycle campaigns, and automated value messaging. Define segmentation and rules of engagement for high-touch vs digital-first coverage. Build digital playbooks for retail and long-tail customer segments. AI, Health Scoring & Automation Partner [... source excerpt omitted ...] pport deflection, GRR impact). Run test-and-learn experiments to improve lifecycle engagement effectiveness. Continuously optimize digital programs based on performance data and customer behavior. Key Metrics of Success: Retail Lending and long-tail GRR improvement Digital onboarding activation rates Adoption lift driven by in-product guidance Support deflection rates CS productivity gains through automation ROI of digital CS programs Required Experience & Qualifications: Proven Experience in Digital Customer Success, CS Operations, Lifecycle Marketing, or Growth Operations Hands-on experience implementing digital engagement programs, automation, and analytics Strong [... source excerpt omitted ...] delling, usage telemetry, and churn drivers Experience partnering with Product/Engineering on in-product enablement Strong technical fluency and process design skills Preferred Qualifications: Experience in fintech, lending, or regulated SaaS Familiarity with AI-driven analytics and CS platforms Experience scaling CS motions for high-volume customer segments We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold: · Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid ti