Senior Customer Success Manager

nCino, Inc.•Wilmington, NC

23h•Onsite

About The Position

As a Senior Customer Success Manager (CSM) at nCino, you will be responsible for ensuring the success of a small portfolio of nCino’s customers. You will drive customer adoption and success by providing advice, usage/adoption recommendations, and risk identification and mitigation. The CSM will bring nCino's best ideas, innovations, and capabilities to their portfolio of customers, aligning them with the customer’s business goals to drive greater value and executive alignment. The ultimate goal is to increase customer satisfaction, retention, and expansion of the nCino footprint within the institution. As a trusted advisor and coach, you will be the post-sales success leader for your assigned accounts, providing customers with a Success Blueprint. This role requires business process and change management skills, application knowledge or IT expertise, and exceptional customer management experience. You will collaborate closely with the entire account team to strengthen customer relationships at all levels and execute the overall account strategy. Additionally, you will help troubleshoot and address any issues impacting customer success. CSMs are expected to maintain strong working relationships with other nCino customer-facing personnel in Sales, Services, Engineering, Marketing, and Product Management to own the post-sale strategy.

Requirements

Bachelor’s degree and 4+ years of relevant experience or a combination of experience, education and superior performance.
Experience with account portfolio planning and prioritization a must.
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.
Knowledge of nCino product and platform features, capabilities and best use.
CRM or IT experience and knowledge of nCino competitive landscape and technical ecosystem.
Proven effectiveness at leading and facilitating meetings and workshops.
Ability to prioritize, 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 analyze significant problems and provide evaluation and recommendations.
Exercises breath of judgements in order to reach goals.
May coach/mentor/lead others under minimal direction.

Nice To Haves

Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus.
Financial Services Experience; Including, but not limited to: Retail Banking, Business Banking, Commercial Banking, Commercial Pricing, Digital Customer Engagement, and Financial Analysis.

Responsibilities

Own ultimate responsibility for the customer’s contract renewal and for expansion success.
Ensure customers derive maximum value from their investment in nCino, utilize 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 Optimization Plan to ensure achievement of business goals.
Effectively network within an account from the C-Level down to achieve successful execution of the customer’s Optimization 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 minimize customer attrition.
Become Salesforce.com certified with at least two different certifications within your first six months of employment.
Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors.
Utilize AI-driven insights to refine decision-making, elevate customer experience, and boost team productivity while ensuring its application provides measurable value, driving innovation and smarter ways of working.
Stay informed on AI advancements to drive continuous learning and scalable growth opportunities.

Benefits

The pay range for this role is based on relative market data and alignment with our compensation philosophy. The range displayed reflects the minimum and maximum of the pay range for each job posting, which is used to determine new hire rates/salaries and takes into consideration multiple factors including but not limited to knowledge, skills, abilities, proficiencies, experience, education, licensures/certifications, as well as business and organizational needs.
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.
At nCino, we believe transforming financial services requires more than cutting-edge solutions — it requires curious minds and bold ideas.
Innovation isn't just built into our technology; it lives in our people.
We know that breakthroughs happen in small, everyday moments as much as the big ones, and that real impact comes when talented people challenge convention together.
That's why we hire curious minds, provide them with the resources they need to excel, and trust them to make extraordinary impact.
The results speak for themselves: the nCino Platform has revolutionized how financial institutions operate, helping over 2,700 customers worldwide enhance strategic decision-making, improve risk management, and elevate customer satisfaction through best-in-class intelligent solutions.
Recognized as a Great Place to Work and a top workplace in fintech, we're powering a new era of banking with data, AI, automation, and the ingenuity of our teams, proving that when curious minds meet bold ideas, extraordinary impact follows.