Scale Customer Success Manager

Remote

Full Time

Experienced

Scale Customer Success Manager
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.

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

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 $55,000 to $65,000 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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Scale Customer Success Manager

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