Customer Success Manager Mid-Market

WHO WE ARE

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

The Mid-Market Customer Success Manager will play a crucial role in managing strategic relationships by being the customer’s trusted advisor for their assigned book of business. They will focus on driving positive business outcomes across all Ncontracts solutions which will ultimately lead to revenue retention and identification of expansion opportunities. The CSM will partner with the customer to understand their key business objectives by having a scheduled cadence of engagement which will include executive level Business Reviews.

YOU WILL

• Manage a portfolio of Strategic & Growth clients in their post-sales customer journey including kickoff, adoption, renewals, and advocacy.

• Drive business process recommendations to accelerate the adoption, retention expansion and value achievement while identifying and resolving risk.

• Stay on top of evolving product/service offerings for Ncontracts clients.

• Work cross-functionally with Product, Sales, Support and others; facilitate conversations to help drive outcomes.

• Track & monitor customer base and collaborate with account team on growth and upsell opportunities.

• Prepare and deliver Business Reviews effectively and strategically.

• Develop an advanced knowledge of our SaaS software solutions and related services​.

• Develop a generalized understanding of our typical customer’s business and the outcomes they look to achieve with our solutions​.

• Develop a working knowledge of the market and environment in which our customers operate​.

THE ESSENTIALS

• 3+ years of proven experience in Customer Success, Account Management, Business Development, or another client-facing role

• Experience in working with complex, multi-divisional, multi-geographical customers

• Experience developing relationships with customer C-Suite

• Demonstrated ability to influence and/or affect change

• Analytical both quantitatively and qualitatively: must be comfortable with PowerPoint, Excel, Word and willing to learn new programs.

• Expert at juggling dozens of competing demands and managing limited time.

• Team-oriented and results driven to get things done for our customers.

• Proven track record of being a strategic Customer Success Manager

• Passionate about building a great company and a great product.

• Intellectually curious, adaptable, catalyst​

• Ideal team player: hungry, humble, smart​

• Customer focused​

WE OFFER ALL REGULAR FULL-TIME TEAM MEMBERS:

• 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

• And much more!

*Part-Time and Contractor positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. 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.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.