Customer Success Manager

🕒 September 16

🇺🇸 United States – Remote

💵 $60k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 7%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• 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 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 • Foster a collaborative environment focused on customer problem solving • Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios • Partner with assigned customers to understand business objectives and map them to product capabilities using scalable engagement models • Identify expansion opportunities and collaborate with sales teams on systematic upsell initiatives • Analyze customer usage data and health metrics to proactively remediate concerns • Serve as the voice of the customer, providing aggregated feedback to product and engineering teams • Maintain customer satisfaction scores above 85%

🎯 Requirements

• 3+ years of customer success, account management, or related experience in B2B SaaS with high-volume, smaller-contract portfolio management required • Proven track record managing very large customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract size segment • Advanced analytical skills with experience using CS platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management • Excellent communication and presentation skills with ability to engage with smaller business owners and decision-makers while taking advantage of automation tools • Experience with CRM systems (Salesforce, Hubspot, etc.), business intelligence tools, and customer success automation tools • Legally authorized to work in the United States • Willingness to undergo a detailed background check if offered employment

🏖️ 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

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