Director, Scale Customer Success

Remote

Full Time

Manager/Supervisor

Director, Scale Customer Success
Remote | Client Services | Full-Time

WHO WE ARE

Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-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.

Position Overview

Lead and scale our customer success strategy for ~3,600 scale accounts, managing a team of 4-6 Scale CSMs. This leadership role requires building scalable CS operations while driving retention and growth across our scale segment. You'll partner with executive stakeholders and collaborate with Customer Success, CS Enablement, Digital Success, CS Operations, and Sales leadership to transform how we deliver value to our scale customers.

Key Responsibilities

Strategic Leadership

Develop and execute multi-year strategic vision for Scale CS aligned with company objectives
Build and optimize the Scale CS operating model to efficiently manage ~3,600 accounts
Drive digital transformation initiatives to scale customer success operations

Operational Development

Design scalable processes and playbooks for managing high-volume portfolios
Implement technology stack and automation strategies with the help of CS Ops and Digital Success
Build data-driven culture with advanced analytics and reporting
Lead change management initiatives across the CS organization

Cross-functional Excellence

Lead cross-functional initiatives to improve customer experience and operational efficiency
Collaborate closely with Enterprise and Mid-Market CSM team to ensure consistent customer experience across segments.
Influence product roadmap based on scale customer needs and insights

Business Impact

Drive high gross retention rates
Identify expansion opportunities with increase in goals for 2026 and beyond
Present monthly KPIs to CS leadership

Team Building & Development

Lead and develop a team of 4-6 Scale CSMs
Build leadership bench strength and succession planning within the team
Create career development frameworks and growth paths for team members
Establish performance standards and accountability metrics

Required Qualifications

Experience

7+ years in Customer Success with 3+ years leadership roles
Proven track record building and scaling CS teams and operations
Deep expertise in leveraging CS tools, such as ChurnZero, to drive engagement, retention, and expansion
Customer Success experience in a Software-as-a-Service (SaaS) company

Skills

Strategic thinking with ability to translate vision into executable plans
Exceptional leadership and organizational development capabilities
Data-driven decision making and analytical expertise
Outstanding leadership presence and communication skills

Leadership

Experience managing Success teams (or similar team)
Track record of hiring and developing high-performing leaders

Preferred Qualifications

Experience with Digital Success and automation at scale
Experience managing $35M+ in ARR across customer portfolios
Success in developing and executing multi-year strategic plans
Experience presenting to and influencing leadership

WE OFFER

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!

Compensation Information

Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $110,000 to $150,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.

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.

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Director, Scale Customer Success

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