Scale Customer Success Manager

Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As an eight-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.

THE ROLE We are seeking an experienced Customer Success Manager to join our Scale team, responsible for managing a large portfolio of customers while coordinating with our inside support teams. This role combines strategic account management with team leadership, ensuring exceptional customer outcomes at scale while driving retention, expansion, and operational efficiency across our smaller-contract customer base.

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 across your customer base 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 to deliver a terrific customer experience to your customer base