{"id":954583,"url":"https://alion.io/job/ncontracts-scale-customer-success-manager","title":"Scale Customer Success Manager","company":{"id":4625,"name":"Ncontracts","domain":"ncontracts.com","url":"https://alion.io/company/ncontracts","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":60000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-16T03:28:26Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-11-09T23:21:39Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"description":"WHO WE ARE\nHeadquartered 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.\nAt 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.\nTHE ROLE \nWe 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.\nKey Responsibilities\nPortfolio Management\nManage a portfolio of 1,000+ customers, maintaining touchpoints and health monitoring through individual and automated outreach\n\nDevelop and execute customer success strategies that drive adoption, retention, and expansion across a large base of smaller-contract value customers\n\nIdentify at-risk accounts early through predictive analytics and implement targeted intervention strategies at scale via automated outreach\n\nDrive product adoption and feature utilization across your customer base using data-driven approaches tailored to smaller business needs around new functionality and regulatory changes.\n\nCoordinate daily operations, case assignments, and escalation protocols with the inside support team to deliver a terrific customer experience to your customer base\n\nFoster a collaborative environment focused on customer problem solving\n\nAdopt automation systems, AI, and reporting dashboards for managing high-volume portfolios\n\nStrategic Customer Outcomes\nPartner with assigned customers to understand their business objectives and map them to product capabilities using scalable engagement models when they are identified at risk\n\nIdentify expansion opportunities across the portfolio of assigned accounts and collaborate with sales teams on systematic upsell initiatives to grow accounts\n\nAnalyze customer usage data and health metrics to proactively remediate concerns across account base\n\nServe as voice of the customer, providing aggregated feedback to product and engineering teams from customer base\n\nMaintain customer satisfaction scores above 85%\n\nQualifications\n3+ years of customer success, account management, or related experience in B2B SaaS with high-volume, smaller-contract portfolio management required\n\nProven track record managing very large customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract size segment\n\nAdvanced analytical skills with experience using CS platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management\n\nExcellent communication and presentation skills with ability to engage with smaller business owners and decision-makers while taking advantage of automation tools\n\nExperience with CRM systems (Salesforce, Hubspot, etc )business intelligence tools, and customer success automation tools.\n\nWE OFFER ALL REGULAR FULL-TIME TEAM MEMBERS:\nA fun, fast-paced work environment\n\nResponsible PTO Plan that meets or exceeds state and local medical and family leave laws\n\n11 paid holidays\n\nCommunity and social events to keep you connected and engaged\n\nMental Health Benefits\n\nMedical, Dental and Vision insurance\n\nCompany-paid Group Life Insurance, Short- and Long-Term Disability\n\nFlexible Spending Account & Health Savings Account\n\nAflac Benefits - Critical Illness, Cancer Protection, & Hospital Choice\n\nPet Insurance\n\n401 (k) with company match with eligibility on Day 1 of employment\n\n2 Paid Volunteer Time Off Days\n\nAnd much more!\n\n*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. \nAAP/EEO Statement\nNcontracts 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.\nThis policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.\nOther Duties\nPlease 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. 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