Scale Customer Success Manager

Scale Customer Success Manager

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

• 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

Qualifications

This role offers the opportunity to make a significant impact on both customer outcomes and team development while working in a fast-paced, growth-oriented environment managing smaller-contract customers. If you're passionate about scaling customer success operations to efficiently serve large volumes of customers we'd love to hear from you.

We Offer

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 $70,000 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 may be assigned.