Scale Customer Success Manager

Scale Customer Success Manager
Remote | Client Services | Full-Time

WHO WE ARE

Ncontracts provides comprehensive vendor, compliance, risk management, and lending compliance solutions to a rapidly expanding customer base of over 4,000 financial institutions in the United States. We help financial institutions achieve their compliance and risk management goals with a powerful combination of user-friendly, cloud-based software and expert services. Our solution suite encompasses the complete lifecycle of risk, including vendor management, enterprise risk management, business continuity, compliance, audit and findings management, and cybersecurity. The company was named to the Inc. 5000 fastest-growing private companies in America for the fifth consecutive year. For more information visit www.ncontracts.com or follow the company on LinkedIn and Twitter.
 

THE ROLE
The Scale Customer Success Manager will be responsible for identifying, iterating on, designing, and maturing our digital and 1:many customer success strategies. They will focus on driving positive business outcomes across all Ncontracts solutions which will ultimately lead to revenue retention and identification of expansion opportunities. The Scale CSM will build digital experiences leveraging data and insights to inform their approach.
YOU WILL

• Manage a large cohort of customers in their post-sales customer journey including kickoff, adoption, renewals, and advocacy.
• Build outreach campaigns using email, video, and in-app experiences to drive growth and upsell opportunities.
• Conduct gap analysis to identify key aspects of the customer journey that can be optimized to improve customer health and expand use cases at scale.
• Collaborate with customers facing teams to understand customer behavior, trends, and pain points to design 1:many programs and campaigns.
• Maintain and enhance existing 1:many programs by leveraging engagement statistics, A/B testing, and other enhancement strategies.
• Stay on top of evolving product/service offerings for Ncontracts clients.
• Work cross-functionally with Product, Sales, Marketing, Support and others; facilitate conversations to help drive outcomes.
• Develop a working knowledge of our SaaS software solutions and related services.
• Develop a generalized understanding of our typical customer’s business and the outcomes they look to achieve with our solutions.
• Develop a working knowledge of the market and environment in which our customers operate.

YOU BRING

• 3+ years of proven experience in Customer Success, Account Management, Business Development, or another client-facing role
• Experience designing and building 1:many digital customer success strategies that drive retention such as automated email touchpoints, in-product engagements, surveys, and webinars.
• A track record of moving an initiative from ideation to execution. You don’t just make suggestions for improvement, but you can build the project plan and ensure all stakeholders are held accountable to meeting deadlines to ensure delivery.
• You stay up to date on Scaled and Digital Customer Success industry trends.
• Demonstrated ability to influence and/or affect change
• Analytical both quantitatively and qualitatively: must be comfortable with PowerPoint, Excel, Word and willing to learn new programs.
• Expert at juggling dozens of competing demands and managing limited time.
• Team-oriented and results driven to get things done for our customers.
• Passionate about building a great company and a great product.
• Intellectually curious, adaptable, catalyst
• Ideal team player: hungry, humble, smart
• Customer focused

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 $75,000 to $85,000 per year with a variable bonus based on customer retention and expansion incentive up to 10% annual base salary.

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.