--- title: 'Scale Customer Success Manager at Ncontracts' canonical: 'https://feeny.ai/job/scale-customer-success-manager-ncontracts-remote-m2g6esp8k942' type: 'job' last_seen: '2026-09-16' --- # Scale Customer Success Manager at Ncontracts - **Company:** Ncontracts - **Location:** Remote - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-16 - **Last confirmed live:** 2026-09-16 - **Apply:** https://jobs.ashbyhq.com/ncontracts/a165df61-d198-4312-9200-1bc5220307d6 ## Job description ## 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 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. ## Key Responsibilities Portfolio Management - 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 - Foster a collaborative environment focused on customer problem solving - Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios Strategic Customer Outcomes - Partner with assigned customers to understand their business objectives and map them to product capabilities using scalable engagement models when they are identified at risk - Identify expansion opportunities across the portfolio of assigned accounts and collaborate with sales teams on systematic upsell initiatives to grow accounts - Analyze customer usage data and health metrics to proactively remediate concerns across account base - Serve as voice of the customer, providing aggregated feedback to product and engineering teams from customer base - Maintain customer satisfaction scores above 85% ## Qualifications - 3+ years of customer success, account management, or related experience in B2B SaaS with high-volume, smaller-contract portfolio management required - Proven track record managing very large customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract size segment - Advanced analytical skills with experience using CS platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management - Excellent communication and presentation skills with ability to engage with smaller business owners and decision-makers while taking advantage of automation tools - Experience with CRM systems (Salesforce, Hubspot, etc )business intelligence tools, and customer success automation tools. 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. ## About Ncontracts ## Company Overview - **One-liner**: Ncontracts provides integrated governance, risk, and compliance (GRC) software solutions purpose-built for banks, credit unions, mortgage companies, wealth management firms, and fintechs. - **Entity Type**: Private (backed by Gryphon Investors) - **Headquarters**: Nashville, Tennessee, United States - **Founded**: 2009 - **Founders**: Not publicly available ## Core Business - **Primary Industry**: Governance, Risk, and Compliance (GRC) software for financial services - **Target Customers**: B2B – financial institutions of all sizes (banks, credit unions, mortgage companies, wealth management firms, fintechs) - **Mission Statement**: “To provide actionable guidance and intelligent software that enables financial organizations of all sizes to thrive by proactively managing risk and compliance.” ## Products & Services Ncontracts offers a suite of cloud-based solutions covering the full risk and compliance lifecycle. Key offerings include: - **Nrisk** – Enterprise risk management platform with real-time risk analysis, tailored assessments, and expert model content. - **Ncomply** – Compliance management system featuring an AI Compliance Agent, regulatory updates, policy management, and complaint management. - **Nvendor** – Vendor and third-party risk management including due diligence reviews, contract management, and lifecycle tracking. - **Nfindings** – Centralized findings and audit issue tracking with dashboards and integration across other Ncontracts products. - **Naudit** – Automated audit management with digital workpapers, templates, and test results. - **Ncontinuity** – Business continuity management (BCM) for preparedness and crisis response. - **Nlending** – Lending compliance solution covering regulations like 1071, CRA, and HMDA. - **Ntelligence** – AI-powered suite (glass-box AI) built for financial services, providing auditable, traceable answers to compliance questions. All products are supported by expert services from former regulators, attorneys, and risk officers embedded as Knowledge-as-a-Service (KaaS). ## Market Standing - **Valuation / Market Cap**: Not disclosed - **Key Metric**: Annual revenue of **$46.3M** (LinkedIn estimate) and **$1.1M** in total disclosed funding (4 prior rounds) - **Notable Investors / Partners**: Gryphon Investors (parent company); recognized by Inc. 5000 for 7 consecutive years; partnerships with industry organizations (e.g., Women in Tech, Nashville Tech Council) - **Growth Signals**: - Trusted by **5,000+** financial organizations - Headcount of **500+** employees across 32 states and the Philippines, with year-over-year growth of **+21.2%** - Active job postings increased **+220% quarterly** and **+100% yearly** - Named a **Top Workplace in 2023** (Nashville) and among **fastest-growing private companies** ## Competitive Advantages - **Knowledge-as-a-Service**: Embedded expertise from former examiners, regulatory attorneys, and risk officers directly into the software – not just a generic tool. - **Purpose-built for finance**: All solutions are designed specifically for financial services, unlike general GRC platforms. - **Glass-box AI**: Ntelligence provides transparent, auditable, and traceable AI outputs – a critical differentiator in heavily regulated environments. - **Integrated ecosystem**: Single platform covering risk, compliance, vendor, audit, lending, and continuity – reducing silos for clients. - **17 years of industry focus** with continuous expansion across the risk ecosystem. ## Strategic Focus - **AI expansion**: Continued investment in Ntelligence to deliver AI-powered compliance and risk insights while maintaining auditability. - **Product integration**: Deepening integration across all modules to provide a unified risk and compliance experience. - **Market penetration**: Growing the client base beyond 5,000 institutions and expanding into wealth management and fintech segments. - **Talent acquisition**: Scaling headcount with a focus on engineering, product, and customer success roles. ## Why Work Here - **Culture & Recognition**: Named a **Top Workplace in 2023**; values include “We Work Together,” employee-led WOW engagement committee, and Nclusion diversity & inclusion committee. - **Remote/Hybrid Policy**: Headquarters in Brentwood (Nashville area) with hybrid office hours; many team members work remotely across 32 states. - **Perks & Benefits**: - 4% 401k match with **100% immediate vesting on day one** - Employer-paid health insurance option - Pet insurance and discount programs - Two Employee Assistance Programs - Company-paid life insurance (2x salary) - Nbassador new-hire buddy program - Family-focused support and flexible work environment - **Engineering & Growth**: Fast-growing company with clear career progression; opportunities to work on modern AI/ML stack in a regulated environment; cross-functional collaboration with domain experts. ## Sources 1. [ncontracts.com – Home](https://www.ncontracts.com/) 2. [ncontracts.com – About Us](https://www.ncontracts.com/about-us) 3. [ncontracts.com – Careers](https://www.ncontracts.com/careers) 4. [linkedin.com – Ncontracts Company Page](https://www.linkedin.com/company/ncontracts) 5. 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