Scale Customer Success Manager – Temporary

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $30 - $35 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 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

• Manage a large portfolio of customer accounts through automated outreach, digital engagement programs, AI-assisted workflows, and targeted customer interactions • Monitor customer health, engagement, adoption, product utilization, lifecycle stage, sentiment, usage trends, alerts, journeys, feedback, and risk indicators • Use ChurnZero, Salesforce, Forethought, reporting dashboards, and other customer success technologies to prioritize outreach and identify engagement opportunities • Conduct proactive outreach focused on value realization, product adoption, best practices, regulatory changes, customer education, and success planning • Connect customers with Support, Product, Solution Advisory, Training, Renewals, Sales, and Customer Success leadership • Identify at-risk customers and execute retention strategies to improve outcomes, increase adoption, and mitigate churn risk • Document customer concerns, feedback, business risks, outreach, mitigation plans, account notes, activities, and communications in applicable systems • Partner with Customer Success leadership on escalated situations, renewal risks, product concerns, and account strategy • Drive awareness and adoption of product functionality, enhancements, releases, services, training resources, digital campaigns, and best practices • Help customers align Ncontracts solutions with business objectives, compliance needs, and risk management goals • Provide feedback to improve automation, customer journeys, health scoring, risk identification, reporting, and engagement programs • Identify opportunities for additional products, services, training, advisory support, or solution expansion • Collaborate with Sales, Solution Advisory, Renewals, and Revenue teams on lead generation and growth opportunities • Serve as the voice of the customer by communicating feedback, product enhancement opportunities, pain points, and market trends • Maintain account documentation, customer follow-up, system hygiene, process execution, risk records, lead submissions, terminations, renewals, and communications • Use reporting and analytics to prioritize work, manage competing responsibilities, and identify customer trends • Participate in training, enablement, process improvement, technology adoption initiatives, and departmental goals

🎯 Requirements

• 3+ years of Customer Success, Account Management, Relationship Management, or related customer-facing experience • Experience managing a high volume of customer relationships simultaneously • Experience working in B2B SaaS, technology, fintech, financial services, compliance, risk management, or another customer-focused business environment • Experience utilizing customer success or CRM platforms such as ChurnZero, Salesforce, Gainsight, HubSpot, or similar technologies • Comfort using automated workflows, customer journeys, dashboards, health scoring, reporting, and customer data to prioritize work • Strong analytical skills with the ability to interpret customer health metrics, usage trends, engagement data, and risk indicators • Strong written, verbal, and presentation communication skills • Demonstrated ability to build relationships, influence outcomes, and guide customers toward appropriate resources • Strong organizational skills with the ability to manage competing priorities across a high-volume portfolio • Ability to work cross-functionally with Support, Product, Sales, Renewals, Solution Advisory, and Customer Success leadership • Experience supporting financial institutions, fintech organizations, SaaS customers, compliance programs, risk management solutions, or regulated industries preferred • Experience working within a scaled, digital-first, or lower-touch customer success model preferred • Experience using AI-powered customer engagement tools, automated workflow platforms, or digital customer success programs preferred • Familiarity with ChurnZero journeys, Salesforce account management, Forethought workflows, customer health scoring, customer lifecycle management, or similar tools and processes preferred • Experience identifying retention risks and executing customer success plans preferred • Experience identifying customer growth opportunities and partnering with Sales or Solution Advisory teams preferred • Experience contributing to process improvement, reporting, customer enablement, or scalable customer engagement initiatives preferred • Bachelor’s degree preferred

🏖️ Benefits

• Full-time temporary employees are eligible for certain group benefits after a waiting period; specific eligibility timing will be provided at the time of offer • 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 • 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 • Fun, fast-paced work environment