Finova has announced the appointment of Ray Barry as customer success director.
Barry’s appointment comes as part of the company’s broader investment in client experience, with Finova creating a dedicated customer success function for the first time.
The new division will concentrate on driving customer retention, delivering measurable outcomes, and strengthening long-term partnerships across its growing client base.
The announcement follows the recent promotion of Richard Marsh to chief customer officer, who will now oversee the rollout and strategic direction of the newly formed unit.
Barry (pictured) joins Finova with more than 10 years of senior leadership experience at global technology businesses including Microsoft, Salesforce, and IBM. He most recently sat on the UK leadership team at Nordcloud, an IBM company, where he was instrumental in driving growth and instilling a customer-centric culture.
In his new role, Barry will be responsible for building the team from the ground up, recruiting talent and embedding a data-driven approach across customer touchpoints. He is also tasked with ensuring that Finova’s interactions are closely aligned with each client’s business strategy.
“Joining Finova at this pivotal moment in the company’s journey is a really exciting opportunity,” said Barry.
“We are creating a Customer Success practice that will set a new benchmark in the mortgage technology space, designed to anticipate customer needs, deliver strategic outcomes, and forge long-term partnerships.
“I’m looking forward to leading this transformation and building a team committed to empowering our customers at every stage of their journey.”
Marsh welcomed Barry’s appointment, highlighting his proven track record in scaling successful teams at major technology firms.
“Ray brings an outstanding track record of building high-performing Customer Success teams in some of the world’s most respected tech companies,” he said.
“His experience, combined with his hands-on leadership style and strategic mindset, makes him the ideal person to lead this vital new function. This investment underscores Finova’s commitment to prioritising customer outcomes.”
