Fnality just raised $136 million (≈£99.7 million) in Series C funding from a heavyweight group including WisdomTree, Bank of America, Citi, KBC Group, Temasek, and Tradeweb—with existing backers like Goldman Sachs, State Street, and UBS joining in. (Source: Fnality Blog)
The goal: build a global, regulated DLT-based settlement network that connects today’s wholesale markets with tomorrow’s tokenized assets, enabling 24/7 payments, real-time DvP/PvP, and smarter liquidity.
This isn’t another crypto headline.
It’s regulated, central-bank-anchored infrastructure that could make “instant value transfer” the default in institutional finance.
And that has big downstream effects on how Customer Success teams work—across onboarding, adoption, support, and renewals.
What’s New
Always-on settlement: Fnality’s systems aim to move money on-ledger 24/7, shrinking “we’re waiting on funds” delays.
Regulated and interoperable: Built with central bank money and designed to interoperate with tokenized deposits, stablecoins, and other regulated rails.
Capital efficiency: Real-time DvP (for tokenized securities) and PvP (for FX) reduce counterparty and settlement risk—freeing trapped cash and cutting friction.
Liquidity “earmarking”: Set aside funds for atomic settlement without freezing your whole balance—helpful for treasury teams and any workflow that stalls on payment confirmation.
Why This Matters For Customer Success
When settlement becomes instant and programmable, Customer Success can promise—and deliver—faster outcomes.
Here’s how it shows up in your day-to-day:
Shorter Time-to-Value: Onboarding often waits on billing, KYC/AML transfers, or cross-border funding. Instant settlement removes days from timelines, so customers hit first value faster.
Fewer “Where’s My Money?” Tickets: Real-time payment confirmations reduce support volume and escalations tied to payment delays.
Cleaner Renewal Conversations: When cash moves instantly and disputes drop, finance friction doesn’t hijack renewal cycles. You keep the conversation on outcomes, not ops.
Higher Executive Trust: Regulated rails backed by central bank funds increase confidence for CFO and Risk—the two groups most likely to stall enterprise-wide adoption.
New Value Stories: If your product touches finance, treasury, or exchange of value, you can now prove savings on settlement risk, reconciliation effort, and working-capital impact—powerful ammo for QBRs.
To see how we turn funding news into CS moves, check out my breakdowns like Aleph’s $29M Series B: What CS Leaders Should Do Now (I translate market shifts into renewals impact), and Omnea Raises $50M: Turning Procurement Into A CFO Edge (a practical CS ↔ Finance rhythm that unblocks deals and renewals).
The CS Playbook: 30–60–90 Days
Days 0–30: Map The Money Friction
Identify where payments/settlement slow onboarding or feature activation.
Track: invoice accuracy, DSO for top accounts, dispute cycle time, refund SLA.
Use my Customer Success Plan Template to add a simple “Finance Signals” block and route alerts to your #rev-alerts channel.
Days 31–60: Pilot “Instant Confirmation” Moments
Pick 1–2 high-leverage workflows (e.g., provisioning after payment, deposit confirmations, cross-currency top-ups).
Run a shadow experiment: simulate instant settlement with internal approvals or faster treasury ops while you evaluate partners.
Show lift on time-to-first-value (TTFV) and ticket deflection.
Use my quick stack from From Zero To A CS Department In 7 Days to wire the events and alerts.
Days 61–90: Socialize Wins With Finance
Put results in renewal math: fewer delays → fewer escalations → higher NRR.
Standardize the CS ↔ Finance cadence to keep payment friction out of renewals.
Steal the cadence from Defend Renewals Without Discounts: The CS OS.
If your world includes billing or collections, pair this with my Rillet $70M: Kill Billing Friction, Protect Renewals guide to clean up cash flow blockers before they hit CSM time.
Talking Points For Your CFO, CRO, And Risk
“We can cut onboarding time by X%” by removing settlement wait states.
“We’ll deflect Y% of billing/confirmation tickets.”
“We reduce settlement risk and reconciliation effort.”
“We create CFO-level proof for QBRs.” (Use outcome metrics from the templates above.)
For more examples of turning market moves into CS wins, see my recent breakdowns like Tabs Raises $55M To Launch AI Agents For Billing & Collections and SEON’s $80M Round: What It Means For Customer Success.
My Takeaway
Fnality’s raise is a signal: regulated, always-on settlement is moving from pilot to platform.
CS leaders who align onboarding, support, and renewals around instant value transfer will shorten time-to-value, reduce tickets, and protect NRR—before competitors catch up.
If you want the step-by-step playbooks and templates that teams use to deploy this fast, explore my Guides hub: Top Guides On Driving Customer Success.
—Hakan | Founder, The Customer Success Café Weekly Newsletter