Senior Customer Success Account Manager (12-month FTC)

Senior Customer Success Account Manager (12-month FTC) - London/Manchester

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 rebook 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 centers 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.