Sr. Customer Success Manager

Sr. 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 Senior Customer Success Manager will play a crucial role in managing strategic relationships by being the customer’s trusted advisor for their assigned book of business. 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 Senior CSM will partner with the customer to understand their key business objectives by having a scheduled cadence of engagement which will include executive level Business Reviews.
YOU WILL

• Manage a portfolio of Enterprise & Strategic clients in their post-sales customer journey including kickoff, adoption, renewals, and advocacy.
• Drive business process recommendations to accelerate the adoption, retention, expansion, and value achievement while identifying and resolving risk.
• Stay on top of evolving product/service offerings for high-touch Enterprise and Strategic level clients.
• Work cross-functionally with Product, Sales, Support and others; facilitate conversations to help drive outcomes.
• Track & monitor customer base and collaborate with account team on growth and expansion opportunities.
• Prepare and deliver Business Reviews effectively and strategically.
• Develop an advanced 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 specific working knowledge of named 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.
• Assist leadership with special projects as needed.

THE ESSENTIALS

• 6+ years of proven experience in Customer Success, Account Management, Business Development, or another senior level client-facing role
• Experience in working with complex, multi-divisional, multi-geographical customers
• Experience developing relationships with customer C-Suite
• 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.
• Proven track record of being a strategic Customer Success Manager
• 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 $95,000 to $105,000 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.