Note: The job is a remote job and is open to candidates in USA. Ncontracts provides integrated risk management and compliance solutions for financial institutions. The Scale Customer Success Manager will manage a large customer portfolio using automated workflows, digital engagement, AI-assisted practices, and targeted interactions to drive retention, product adoption, satisfaction, and growth. The role also focuses on risk management, customer advocacy, cross-functional collaboration, and scalable customer success operations.
Responsibilities
- Manage a large portfolio of customer accounts through a combination of automated outreach, digital engagement programs, AI-assisted workflows, and targeted customer interactions
- Maintain awareness of customer health, engagement, adoption, product utilization, lifecycle stage, and customer sentiment across assigned accounts
- Use ChurnZero, Salesforce, Forethought, reporting dashboards, and other customer success technologies to prioritize customer outreach and identify opportunities for engagement
- Monitor health scores, usage trends, alerts, journeys, customer feedback, and other risk indicators to proactively identify accounts requiring follow-up
- Conduct proactive outreach focused on value realization, product adoption, best practices, regulatory changes, customer education, and success planning
- Ensure customers are connected to the appropriate internal resources, including Support, Product, Solution Advisory, Training, Renewals, Sales, and Customer Success leadership
- Identify at-risk customers early through customer health data, usage trends, support activity, customer feedback, lifecycle indicators, and automated alerts
- Develop and execute retention strategies designed to improve customer outcomes, increase product adoption, and mitigate churn risk
- Document customer concerns, product feedback, business risks, outreach activity, and mitigation plans within Salesforce, ChurnZero, and other applicable systems
- Partner with Customer Success leadership on escalated customer situations, renewal risks, product concerns, and account strategy
- Drive awareness and adoption of product functionality, enhancements, new releases, and available services
- Promote customer engagement through webinars, digital campaigns, automated journeys, training resources, product communications, and best practice guidance
- Help customers understand how Ncontracts solutions support their business objectives, compliance needs, and risk management goals
- Guide customers toward available resources, internal experts, training materials, and support channels to improve product utilization and long-term success
- Encourage adoption of key platform functionality to help customers maximize value from their solutions
- Utilize ChurnZero, Salesforce, Forethought, and other customer success technologies as core tools for portfolio management, customer engagement, risk tracking, and documentation
- Execute customer engagement strategies through automated workflows, customer journeys, digital campaigns, and AI-assisted customer success processes
- Monitor customer health scores, lifecycle stages, alerts, product usage, renewal indicators, sentiment trends, and engagement activity
- Use Forethought and other AI-enabled tools to improve efficiency, consistency, case visibility, and customer response quality where applicable
- Maintain accurate customer records, account notes, risk records, lead submissions, activities, and customer communications within applicable systems
- Provide feedback on opportunities to improve automation, customer journeys, health scoring, risk identification, reporting, and customer engagement programs
- Identify customer opportunities for additional products, services, training, advisory support, or solution expansion
- Collaborate with Sales, Solution Advisory, Renewals, and Revenue teams on lead generation and customer growth opportunities
- Provide context regarding customer goals, challenges, usage, feedback, and business needs to support expansion conversations
- Serve as a voice of the customer by communicating recurring feedback, product enhancement opportunities, customer pain points, and market trends
- Advocate for customer needs while balancing business priorities, operational scalability, and available resources
- Contribute ideas and feedback that improve customer outcomes, product adoption, customer communications, and retention
- Maintain high standards for account documentation, customer follow-up, system hygiene, and process execution
- Follow established Customer Success processes for account management, risk records, lead submissions, terminations, renewals, customer communications, and internal collaboration
- Use reporting and analytics to prioritize work, manage competing responsibilities, and identify customer trends
- Participate in ongoing training, enablement, process improvement, and technology adoption initiatives
- Support departmental goals related to retention, customer satisfaction, adoption, expansion, operational efficiency, and scalable customer engagement
Skills
- 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
- Experience working within a scaled, digital-first, or lower-touch customer success model
- Experience using AI-powered customer engagement tools, automated workflow platforms, or digital customer success programs
- Familiarity with ChurnZero journeys, Salesforce account management, Forethought workflows, customer health scoring, customer lifecycle management, or similar tools and processes
- Experience identifying retention risks and executing customer success plans
- Experience identifying customer growth opportunities and partnering with Sales or Solution Advisory teams
- Experience contributing to process improvement, reporting, customer enablement, or scalable customer engagement initiatives
- Bachelor's degree preferred
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
Company Overview