Senior Customer Success Manager

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

As a Senior Customer Success Manager (CSM) you ensure the success of a portfolio of nCino's customers. You will be responsible for driving customer adoption and success by providing advice, usage/adoption recommendations, risk identification and mitigation. The CSM will bring nCino's best ideas, innovations and capabilities to their portfolio of customers and match these to the customer's business goals, driving greater value and executive alignment between the customer and nCino.

Given nCino's focus on transforming commercial banking operations, experience with commercial banking, loan origination processes, or fintech solutions will be highly advantageous in understanding our clients' unique challenges and objectives.

As a trusted advisor and coach, you are the post-sales success leader for your portfolio and provide your customers with a Success Blueprint. In addition to the business process and change management skills needed for this role, the CSM should possess knowledge of lending in Financial Services and SaaS solutions. The CSM will work closely with the entire account team to strengthen the customer relationship at all levels in order to execute the overall account strategy. You will also help troubleshoot and address any issues that impact the customer's success. CSM's are required to maintain strong working relationships with other nCino customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management ecosystems with the goal of owning the post-sale strategy.

Senior Customer Success Manager Responsibilities
 

• Ensure that customers derive maximum value from their investment in nCino, utilise all of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint through an Executive Business Review process
• Work in tandem with Sales Account Managers and Support Engineers to manage assigned accounts to ensure customer success with the nCino Bank Operating System
• Partner with the customer to establish a transformational Optimisation Plan to ensure achievement of business goals
• Effectively network within an account from the C-Level down in order to achieve successful execution of the customer’s Optimisation Plan
• Develop a comprehensive understanding of the customer’s business challenges and objectives to appropriately map nCino features and associated business benefits to address their needs
• Identify risks to the customer by achieving their stated business goals and developing a risk mitigation plan
• Serve as a customer advocate in driving industry best practices and the evolution of nCino product and platform functionality, courses and administrative services integral to the customer's success
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Provide thought leadership and best practices, both internally and externally, around business transformation
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimise customer attrition
• Become Salesforce.com certified with at least two different certifications within your first six months of employment

Senior Customer Success Manager Qualifications
 

Required:
 

• Bachelor’s degree and 4+ years of relevant experience or a combination of experience, education and superior performance.  - Experience with account portfolio planning and prioritisation a must
• Financial services/banking experience – experience in Lending is advantageous
• Ability to serve as credible and effective advisor/coach, especially around change management (cultural, technical and business)
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
• CRM or IT experience and knowledge of the banking competitive landscape and technical ecosystem
• Proven effectiveness at leading and facilitating meetings and workshops
• Ability to prioritise, multi-task and perform effectively under pressure
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
• Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
• Ability to analyse significant problems and provide evaluation and recommendations
• Exercises breath of judgements in order to reach goals
• May coach/mentor/lead others under minimal direction
   

Desired:

• Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus
• Knowledge of nCino product and platform features, capabilities and best use
• Knowledge of nCino competitive landscape and technical ecosystem 

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [email protected]. 

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success.  We strive to create workplaces where employees are empowered to bring their authentic selves to work.