Enterprise Customer Success Manager

Job Description:

Enterprise 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 six-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 

The Enterprise Customer Success Manager will be managing Enterprise and select Strategic customer relationships, serving as a trusted advisor for their assigned portfolio. This role is focused on driving meaningful business outcomes across all Ncontracts solutions, ultimately ensuring revenue retention and uncovering expansion opportunities. By maintaining a structured cadence of engagement, including executive-level Business Reviews, the Enterprise CSM will collaborate closely with customers to understand their key objectives and support their long-term success. 

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​. 

THE ESSENTIALS 

• 5+ years of proven experience in Customer Success, Account Management, Business Development, or another senior level client-facing role at a SaaS organization 
• 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 $85,000 to $100,000 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.