Scale Customer Success Manager – Temporary

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a substantial portfolio of customer accounts through automated outreach, digital engagement initiatives, AI-driven workflows, and focused customer interactions.

• Track customer health, engagement levels, adoption rates, product usage, lifecycle stages, sentiment, usage patterns, alerts, journeys, feedback, and risk indicators.

• Leverage ChurnZero, Salesforce, Forethought, reporting dashboards, and other customer success tools to prioritize outreach and spot engagement opportunities.

• Perform proactive outreach aimed at value realization, product adoption, best practices, regulatory updates, customer education, and success planning.

• Facilitate connections between customers and Support, Product, Solution Advisory, Training, Renewals, Sales, and Customer Success leadership.

• Recognize at-risk customers and implement retention strategies to enhance outcomes, boost adoption, and reduce churn risk.

• Record customer concerns, feedback, business risks, outreach efforts, mitigation strategies, account notes, activities, and communications in relevant systems.

• Collaborate with Customer Success leadership on escalated issues, renewal risks, product concerns, and account strategies.

• Promote awareness and utilization of product features, updates, services, training resources, digital campaigns, and best practices.

• Assist customers in aligning Ncontracts solutions with their business goals, compliance requirements, and risk management objectives.

• Provide insights to enhance automation, customer journeys, health scoring, risk identification, reporting, and engagement programs.

• Discover opportunities for additional products, services, training, advisory support, or solution expansions.

• Work together with Sales, Solution Advisory, Renewals, and Revenue teams to generate leads and pursue growth opportunities.

• Act as the voice of the customer by sharing feedback, potential product enhancements, pain points, and market trends.

• Maintain thorough account documentation, customer follow-ups, system hygiene, process execution, risk records, lead submissions, terminations, renewals, and communications.

• Utilize reporting and analytics to prioritize tasks, manage competing responsibilities, and discern customer trends.

• Engage in training, enablement, process improvement, technology adoption initiatives, and departmental objectives.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, Relationship Management, or related customer-facing roles.

• Proven experience managing a high volume of customer relationships simultaneously.

• Background in B2B SaaS, technology, fintech, financial services, compliance, risk management, or similar customer-centric business environments.

• Familiarity with customer success or CRM platforms such as ChurnZero, Salesforce, Gainsight, HubSpot, or comparable technologies.

• Proficient in using automated workflows, customer journeys, dashboards, health scoring, reporting, and customer data to prioritize tasks.

• Strong analytical capabilities to interpret customer health metrics, usage patterns, engagement data, and risk indicators.

• Excellent written, verbal, and presentation communication skills.

• Demonstrated capacity to build relationships, influence outcomes, and guide customers to appropriate resources.

• Exceptional organizational skills to manage competing priorities across a high-volume portfolio.

• Ability to collaborate cross-functionally with Support, Product, Sales, Renewals, Solution Advisory, and Customer Success leadership.

• Experience supporting financial institutions, fintech organizations, SaaS clients, compliance programs, risk management solutions, or regulated industries is preferred.

• Experience within a scaled, digital-first, or lower-touch customer success model is preferred.

• Familiarity with AI-powered customer engagement tools, automated workflow platforms, or digital customer success programs is preferred.

• Knowledge of ChurnZero journeys, Salesforce account management, Forethought workflows, customer health scoring, customer lifecycle management, or similar tools and processes is preferred.

• Experience in identifying retention risks and executing customer success plans is preferred.

• Background in identifying customer growth opportunities and collaborating with Sales or Solution Advisory teams is preferred.

• Experience in contributing to process improvement, reporting, customer enablement, or scalable customer engagement initiatives is preferred.

• Bachelor's degree is preferred.

🏝️ Benefits

• Full-time temporary employees are eligible for specific group benefits following a waiting period; exact eligibility details will be provided at the time of offer.

• Responsible PTO Plan that complies with or exceeds state and local medical and family leave laws.

• 11 paid holidays.

• Community and social events.

• 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 available from Day 1 of employment.

• 2 Paid Volunteer Time Off Days.

• A fun, fast-paced work environment.