Director, Customer Success

Job not on LinkedIn

🔥 41 minutes ago

🇺🇸 United States – Remote

💵 $135k - $155k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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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

• Lead, coach, and develop a team of 10 CSMs across Enterprise and Mid-Market segments • Set expectations and create individual development plans for CSMs • Conduct 1:1s and team meetings to drive accountability, development, and alignment • Own hiring and onboarding of new CSMs • Build a high-performance, customer-centric team culture • Serve as senior escalation point for complex or at-risk accounts • Own engagement model strategy across customer tiers • Monitor portfolio health using ChurnZero and Salesforce • Lead expansion strategy across all tiers • Ensure high-quality executive business reviews and executive sponsor relationships • Hold CSMs accountable for meaningful success plans and progress • Own team-level GRR and NRR performance • Identify risks and execute mitigation plans • Drive proactive expansion and retention strategies • Represent Customer Success in cross-functional retention initiatives • Coordinate customer handoffs with Implementation • Partner with Support on escalations and case management • Collaborate with Solutions Advisory on customer strategy and solution fit • Represent Customer Success with Product leadership and provide customer insights • Partner with Sales leadership on renewals and expansions • Partner with People/Talent on career ladder, leveling, and compensation structure • Create and maintain team KPIs • Maintain portfolio health data in ChurnZero and Salesforce • Track and report retention, health, adoption, and engagement metrics with the VP of Customer Success • Contribute insights to business reviews and leadership discussions

🎯 Requirements

• 6-8 years in B2B SaaS customer success • 3-5 years in leadership • Experience working across enterprise and mid-market customer segments • Proven ability to manage competing priorities, align diverse stakeholders, and deliver consistent customer experience • Demonstrated ability to drive GRR and NRR outcomes across a mixed portfolio • Experience reporting results to senior leadership • Strong experience executing CS playbooks, executive business reviews, and renewal/expansion motions • Proven coaching ability across different engagement models and career stages • Hands-on experience using CS platforms such as ChurnZero, Gainsight, or equivalent, and Salesforce • Operational excellence in problem-solving, analytical thinking, process development, and planning • Comfortable working cross-functionally with Sales, Implementation, Product, and Support teams at leadership level • Experience contributing to cross-functional retention initiatives is a plus • Financial services or GRC experience is a plus • Bachelor's degree preferred • Legally authorized to work in the United States • Willingness to submit to 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 • Mental Health Benefits • Medical, Dental and Vision insurance • Company-paid Group Life Insurance • Company-paid 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