Customer Success Director (Enterprise)

Customer Success Director (Enterprise) (London-Hybrid)

About finova
finova is the UK’s leading cloud-based mortgages and savings software provider, supporting over 60 top-tier lenders, 3,000 mortgage brokers, and 200 financial institutions. Our award-winning suite of solutions spans Core Banking Platforms, Broker Platforms, and finova Connect—a suite of tools that seamlessly connect lenders, intermediaries, and consumers. Fast implementation and open architecture sit at the heart of our technology, giving our clients the flexibility to integrate or configure solutions to meet their business needs.

Our Core Banking Platform encompasses market-leading originations software and in-life servicing software for mortgages, equity release, specialist lending, and savings. Over £75 billion has been originated through our platform, with £27 billion in loans and savings managed via our in-life servicing solutions. Built for agility and scalability, our API-led platform integrates with over 20 third-party applications, enabling financial institutions to adapt rapidly to evolving market demands.

About the Role

As Customer Success Director, reporting directly to the COO, you will lead our customer success and account management strategy, overseeing a high-performing team of account managers and software delivery managers. This is a transformational role focused on driving revenue growth through upselling and cross-selling, ensuring exceptional client satisfaction, and spearheading initiatives to enhance the customer experience. You will drive change on the clients behalf within our organisation, and deliver change to clients to a high standard. You will act as the strategic voice for our clients, cultivating relationships at an executive level, and driving operational excellence in customer success across our business. This is a pivotal position in supporting finova’s strategic goals and building long-term partnerships with our key accounts.

What You’ll Be Doing

• Provide transformational leadership to the Customer Success function, setting clear goals for account managers and creating a culture of collaboration, innovation, and growth.
• Own customer success outcomes, with a specific focus on driving measurable NPS improvements, retention, and advocacy.
• Understand how the client business works, its levers, its influencers, its objectives – aligning finova and our change/success functions with these.
• Proactively identify and lead upselling and cross-selling opportunities within existing accounts, contributing to finova’s revenue targets and profitability.
• Drive change for the customer, through software delivery programs and release management to ensure SaaS delivery approach Overseeing portfolio/project managers delivering change into client.
• Act as a trusted advisor to senior client stakeholders, ensuring finova’s solutions deliver measurable value and align with their strategic goals. Helping to build new
• Develop and execute strategies to enhance customer satisfaction and long-term partnerships.
• Manage and report on the sales pipeline through CRM systems, providing regular insights to the leadership team on progress against targets.
• Drive improvements in processes and systems to ensure efficient account management and outstanding client experiences.
• Produce and present detailed financial reports and forecasts to the board, demonstrating a clear understanding of account profitability and growth potential.
• Oversee RFPs, bids, and contracting processes, working closely with legal and other internal teams to ensure compliance and risk management.
• Work cross-functionally with internal teams, including Product and Engineering, to ensure seamless delivery and alignment of solutions to client needs.

About You

We are seeking a commercially astute, results-driven leader with a proven track record in customer success and account management within enterprise software solutions.

You’ll bring:

• Significant experience leading high-performing account management or customer success teams, ideally within technology or SaaS, with exposure to financial services preferred but not essential.
• Significant experience in on prem tech, with exposure to migrating to SAAS
• Proven ability to drive revenue growth through upselling and cross-selling within complex enterprise environments.
• Exceptional interpersonal and communication skills, with the ability to build and sustain relationships with C-suite stakeholders.
• Strong business acumen, with experience producing and presenting financial reports to senior leadership.
• Proficiency in managing and optimising sales pipelines through CRM platforms.
• Experience responding to RFPs, managing contracting processes, and navigating complex client requirements.
• A collaborative mindset and the ability to work across multiple departments to deliver outstanding client outcomes.
• A flexible approach to hybrid working, with the ability to travel to customer sites within the UK as needed.

What We Offer

Flexible Working: 25 days holiday plus bank holidays, bank holiday trading and holiday purchase options, the opportunity to work from anywhere in the world for up to 4 weeks per year, and a flexible hybrid working policy.

Looking After You: Life Assurance, Group Income Protection, Private Medical Insurance, a pension scheme via Salary Exchange, an Employee Assistance Programme, and access to a Virtual GP.

Family-Friendly Policies: Enhanced maternity and paternity pay, as well as paid time off for fertility treatments and pregnancy loss.

Extra Perks: Cycle to Work Scheme, discounts on shops, restaurants, and gym memberships, free fresh fruit daily, and opportunities to join colleague networks and social groups.

Giving Back: One paid volunteering day annually and the Give-As-You-Earn scheme to support your favorite charities.

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.