Scale Customer Success Manager
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Company-specific questions
- Address
- Are you 18 years of age or older?
- If extended a job offer, are you willing to submit to a detailed background check?
- I certify that I, the undersigned applicant, have personally completed this application. I further certify that I have not knowingly withheld any information that might adversely affect my changes for employment and that the answers given by me are true and complete to the best of my knowledge. I understand that any omission or misstatement of fact on this application, or in any interview or document used to secure employment shall be grounds for rejection of this application or for immediate discharge if I am employed, regardless of the time elapsed before discovery. I hereby authorize Ncontracts and any of its subsidiaries (the “Company”) to investigate all statements given in this application, including my references, work record, and educations as well as all other matters related to my suitability for employment, and unless otherwise noted, to contact my present and former employers. I also authorize the references and employers I have listed to disclose to the Company any and all documents and other information related to my work records and employment, without giving me prior notice of disclosure. In addition, I hereby release the Company, my present and former employers and all other persons and entities from any and all claims, demands or liabilities arising out of or in any way related to such investigation or disclosure. I understand that nothing in this application or communicated during any interview creates a contract for employment between me and Ncontracts or any of its subsidiaries (the “Company”). I further understand that if hired, my employment with the company is at will, and that I or the Company may terminate my employment at any time without notice and without any reason. I understand that no promises or representations to the contrary are binding on the Company unless made in writing and signed by me and the CEO or an authorized representative of Ncontracts.
About this role
Employer-provided description, formatted for easier reading.
WHO WE ARE
Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As an eight-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.
At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond.
Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.
THE ROLE
We are seeking an experienced Customer Success Manager to join our Scale team, responsible for managing a large portfolio of customers while coordinating with our inside support teams. This role combines strategic account management with team leadership, ensuring exceptional customer outcomes at scale while driving retention, expansion, and operational efficiency across our smaller-contract customer base.
Key Responsibilities
Portfolio Management
- Manage a portfolio of 1,000+ customers, maintaining touchpoints and health monitoring through individual and automated outreach
- Develop and execute customer success strategies that drive adoption, retention, and expansion across a large base of smaller-contract value customers
- Identify at-risk accounts early through predictive analytics and implement targeted intervention strategies at scale via automated outreach
- Drive product adoption and feature utilization across your customer base using data-driven approaches tailored to smaller business needs around new functionality and regulatory changes.
- Coordinate daily operations, case assignments, and escalation protocols with the inside support team to deliver a terrific customer experience to your customer base
- Foster a collaborative environment focused on customer problem solving
- Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios
Strategic Customer Outcomes
- Partner with assigned customers to understand their business objectives and map them to product capabilities using scalable engagement models when they are identified at risk
- Identify expansion opportunities across the portfolio of assigned accounts and collaborate with sales teams on systematic upsell initiatives to grow accounts
- Analyze customer usage data and health metrics to proactively remediate concerns across account base
- Serve as voice of the customer, providing aggregated feedback to product and engineering teams from customer base
- Maintain customer satisfaction scores above 85%
Qualifications
- 3+ years of customer success, account management, or related experience in B2B SaaS with high-volume, smaller-contract portfolio management required
- Proven track record managing very large customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract size segment
- Advanced analytical skills with experience using CS platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management
- Excellent communication and presentation skills with ability to engage with smaller business owners and decision-makers while taking advantage of automation tools
- Experience with CRM systems (Salesforce, Hubspot, etc )business intelligence tools, and customer success automation tools.
WE OFFER ALL REGULAR FULL-TIME TEAM MEMBERS:
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance, Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
- And much more!
*Part-Time and Contractor positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. Full-time temporary employees are eligible for certain group benefits after a waiting period; specific eligibility timing will be provided at the time of offer.
AAP/EEO Statement
Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.