Customer Success Operations Manager

🔥 34 minutes ago

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Ncontracts

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

☁️ SaaS

📋 Compliance

🏦 Banking

💰 Private Equity Round - Ncontracts on 2015-05

SaaS • Compliance • Banking

Ncontracts is a provider of integrated risk and compliance management software and services focused on financial institutions. Their SaaS platform offers enterprise risk management, compliance management (including AI-powered regulatory research and complaint categorization), vendor/third‑party risk management, audit and findings management, business continuity, cybersecurity assessments, and lending compliance (CRA, HMDA, 1071). Ncontracts serves banks, credit unions, mortgage lenders, fintechs and wealth managers, combining attorney-created knowledge bases, AI tools, and implementation/support services to help institutions manage regulatory obligations and third‑party risk.

📋 Description

• Serve as the operational owner for Customer Success business systems, including Salesforce, Churn Zero, Gong, Once Hub, Monday.com, and related platforms. • Partner with Customer Success leadership, Rev Ops, Product, IT, and other stakeholders to improve system functionality, workflows, automation, and user experience. • Gather business requirements, support system configuration, coordinate testing, and assist with implementation of system and process changes. • Evaluate and recommend enhancements to the Customer Success technology stack. • Design, document, maintain, and improve Customer Success workflows and operational processes. • Establish process governance standards that support consistency, accountability, and scalability. • Identify operational inefficiencies and partner with stakeholders to implement practical, scalable solutions. • Support change management for process and technology updates, including communication, rollout planning, and adoption support. • Create and maintain SOPs, process maps, work instructions, job aids, and reference documentation. • Maintain internal knowledge repositories and ensure operational documentation remains accurate as systems and processes change. • Develop self-service resources that help Customer Success team members understand and adopt tools, workflows, and processes. • Communicate process and system changes clearly to impacted stakeholders. • Partner with Customer Success leaders and managers to support lifecycle programs, including onboarding, adoption, risk management, renewals, and expansion workflows. • Support the implementation and maintenance of customer success programs, plays, and operational processes. • Identify opportunities to improve efficiency and consistency throughout the customer journey. • Assist with operational readiness for new initiatives that impact Customer Success teams or customer engagement. • Maintain operational dashboards and reports that support process visibility, data quality, system usage, and workflow adherence. • Provide light operational insights to help Customer Success leaders understand adoption, process health, and areas for improvement. • Support data hygiene and process compliance efforts across Customer Success systems.

🎯 Requirements

• Bachelor's degree in business administration, Operations, Information Systems, or a related field, or equivalent experience. • 4+ years of experience in Customer Success Operations, Business Operations, Revenue Operations, Program Management, or a similar operational role. • Hands-on experience supporting, administering, or optimizing business systems such as Salesforce, Churn Zero, Gong, Once Hub, Monday.com, or comparable platforms. • Experience documenting and improving business processes, workflows, SOPs, and operational procedures. • Strong project management, stakeholder management, and organizational skills. • Ability to identify operational issues, recommend solutions, and drive improvements through execution. • Excellent written and verbal communication skills, with the ability to translate business needs into clear process and system requirements. • Strong attention to detail and commitment to follow-through.

🏖️ Benefits

• 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!