We sat down with Ray Barry, our Customer Success Director, to talk about what the new Customer Success function means for Finova — and more importantly, for our customers. From redefining what success looks like to creating joined-up journeys across all Finova products, Ray shares his vision for building stronger, longer-term partnerships that go beyond traditional account management.
You’ve recently joined Finova — what drew you to the business, and what’s stood out to you so far?
What drew me to Finova was the combination of ambition and purpose. The business has a clear vision to transform the lending space, but what really stood out was the culture of collaboration and genuine care for customers. From day one, it’s been clear that people here are passionate about making a difference — and that’s a fantastic foundation for building long-term partnerships.
I’m also personally invested in Finova’s success, so ensuring our customers realise the full value of what we deliver isn’t just important to the business — it’s essential to me. The new Customer Success function will build on our cultural strengths, with my Customer Success Account Managers and project team acting as the driving force to help customers achieve more with us.
You’ve recently taken on the role of Director of Customer Success. What does this new function mean for our customers, and what’s the vision going forward?
For customers, this means we’re not just there when something goes wrong — we’re there to help them unlock more value from our products, achieve their goals, and grow with us. The vision is simple: every customer should feel that Finova is fully invested in their success.
How does the Customer Success team differ from traditional account management? And how will we measure success?
Traditional account management often centres on contracts, renewals, and escalations. Customer Success is about outcomes, growth and value realisation. We’ll measure success by looking at:
- Customer health and adoption
- Retention and expansion
- Advocacy and long-term partnerships
It’s about moving beyond transactions and making sure customers are genuinely achieving what they set out to with Finova.
With a range of different Finova products, how are we making sure customers get a joined-up experience across the board?
Customers don’t see us as separate product lines — they see one Finova. To reflect that, we’re building shared success plans, consistent engagement models, and cross-functional collaboration. That way, no matter how many solutions a customer uses, the experience feels seamless and joined up.
What does a great customer success journey look like from your perspective — and where do most companies get it wrong?
A great journey feels predictable, personal, and valuable. Customers know what’s coming next, who to turn to, and how they’re progressing against their goals. Where many companies get it wrong is by treating customer success as just “support with a new label.” Customers don’t just want problems solved — they want a partner who’s invested in their success.
You’ve worked with big names in the industry. What learnings are you bringing to Finova’s approach to customer relationships?
The biggest learning is that trust underpins everything. Customers value transparency, accountability, and consistency. I’m also a true believer that communication is key — even if you have to deliver bad news, deliver the news. Customers respect honesty and clarity far more than avoiding or softening the truth. My approach is to balance rigour and empathy: having clear frameworks and measures in place, while never losing sight of the fact that relationships — built on open, straightforward communication — are what truly drive success.
One of your goals is to act as the “customer’s voice” internally. How will that shape the way Finova develops products and services?
The customer perspective should influence every decision we make — from product roadmaps to service models. My role is to make sure customer insights are heard at the right tables and turned into action. When we do that well, we’re not just building products — we’re building solutions that genuinely make life easier for our customers.
Looking ahead, what are the top priorities for the Customer Success team over the next 6–12 months?
- Establish success plans across our portfolio as a consistent baseline.
- Drive adoption and engagement so customers see the full value of their investment.
- Embed success metrics and health scoring to forecast risk and growth.
- Strengthen collaboration across product lines to ensure a seamless customer experience.
- Elevate visibility by showcasing customer wins both internally and externally.
Quick Fire Round with Ray Barry
- Biggest buzzword in tech you’d love to retire?
“Disruption” — not everything needs to be revolutionary to be valuable.
- Early bird or night owl?
Night owl — I get my best thinking done in the gym, time to reflect and plan without too much distraction.
- Favourite part of your working day?
Spending time with customers — in fact, as I type this, I’m on my way to Newcastle to run a session with one of them.
- Outside of work, how do you switch off?
Time in the gym, family time with my two boys and wife-to-be Rachael, watching Chelsea (for better or worse), and following the NFL.
- One song that always gets you in the zone?
Hard to pick just one — but these three always do the trick:- Chicago Freestyle – Drake
- Liquidator – Harry J Allstars
- Never Too Much – Luther Vandross
- Tea, coffee, or something stronger?
Coffee to start the day — and being half Punjabi/Indian, nothing beats a cup of my Nani’s chai tea.
At Finova, we believe great technology is only half the story — it’s the people and partnerships behind it that drive real outcomes. If you're a customer looking to get more from your Finova solutions — or a lender curious about how we support long-term success — we’d love to chat. Get in touch to find out how our Customer Success team can support your goals.
