Scale Customer Success Manager

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.