Director, Customer Success

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.

Summary/Objective

The Director of Customer Success leads a team of 10 CSMs spanning two segments — Enterprise and Mid-Market — and owns retention and expansion outcomes across that entire portfolio. This is a proactive account management function, distinct from support, training, and sales. This role is responsible for coaching CSMs to deliver engagement models appropriate to their respective portfolios, with an approach calibrated to the complexity and scale of each segment, while also operating at a strategic level: shaping segment strategy, owning executive and senior-leadership relationships. The Director reports to the Vice President of Customer Success and plays a critical role in executing CS strategy across a large and growing institution customer base.

Leadership and Team Management

• Lead, coach, and develop a team of 10 CSMs across Enterprise and Mid-Market segments, recognizing the distinct skills, engagement approaches, and demands each segment requires

• Set clear expectations and build individual development plans tailored to each CSM's role, experience level, and portfolio complexity

• Conduct consistent 1:1s and team meetings that drive accountability, skill development, and alignment to CS strategy across all segments

• Own the hiring and onboarding of new CSMs, ensuring they ramp effectively and integrate into team culture

• Build and scale a high-performance, customer-centric team culture grounded in ownership and continuous improvement

• Build and maintain systems that enable, motivate, and drive accountability around team targets

• Coach team members through day-to-day challenges while guiding mid- to long-term career path development within Customer Success

• Serve as the senior escalation point for complex or at-risk accounts across the full portfolio

Customer Success Strategy & Execution

• Own the engagement model strategy across all tiers, ensuring CSMs deliver strategic, high-touch partnerships as well as efficient, scalable outcomes appropriate to each segment

• Monitor portfolio health using ChurnZero and Salesforce across the team, identifying at-risk accounts early and guiding CSMs through appropriate intervention strategies

• Lead the development and execution of the expansion strategy across all tiers, ensuring alignment and coverage across the portfolio

• Ensure CSMs are conducting high-quality executive business reviews and maintaining strong executive sponsor relationships

• Hold CSMs accountable to implementing meaningful success plans for their accounts, with clear goals, milestones, and ownership, and hold them accountable to driving progress against those plans

Retention and Growth

• Own team-level GRR and NRR performance across Enterprise and Mid-Market accounts, tracking trends and insights

• Ensure early and consistent risk identification across all portfolios — coaching CSMs to recognize warning signs, escalate appropriately, and execute structured mitigation plans before accounts reach a critical stage

• Drive a proactive expansion culture on the team, ensuring CSMs understand their customers' growth potential and are positioning expansion conversations as a natural extension of customer success, not a separate sales motion

• Proactively identify patterns in churn risk and customer dissatisfaction, delivering data-backed recommendations to drive retention strategy at the organizational level

• Represent Customer Success in cross-functional retention initiatives, coordinating across Sales, Product, and Support to manage termination risk on the highest-priority accounts

Cross-Functional Collaboration

• Coordinate with the Implementation team to support smooth customer handoffs and establish a strong retention foundation for all customers, reinforcing onboarding as a value-creation moment, not just a transition

• Partner with the Support team to facilitate timely escalation resolution and maintain consistent case management practices across all segments

• Work closely with the Solutions Advisory team to align on customer strategy and solution fit throughout the customer lifecycle

• Represent Customer Success with Product leadership, surfacing voice-of-customer feedback and portfolio insights to inform roadmap decisions and tooling improvements

• Partner with Sales leadership on renewal and expansion motions, ensuring a seamless customer experience across the pre- and post-sale lifecycle

• Maintain a strong feedback loop with Product and other stakeholders to channel customer insights and learnings back into the business

• Partner with People/Talent on the CSM career ladder, leveling, and compensation structure as the team grows

Reporting and Insights

• Create and maintain KPIs that reflect the health and performance of the team

• Maintain accurate, up-to-date portfolio health data in ChurnZero and Salesforce across the team

• Partner with the VP of Customer Success to track and report on key metrics including retention rates, health scores, product adoption, and engagement quality across all segments

• Contribute CS performance data and insights to broader business reviews and retention-focused leadership discussions

Qualifications

• 6-8 years in B2B SaaS customer success, with 3-5 years in leadership

• Experience working across multiple customer segments, including enterprise accounts with complex stakeholder environments and mid-market accounts, with a proven ability to manage competing priorities, align diverse stakeholders, and deliver consistent, high-quality customer experience across all tiers

• Demonstrated ability to drive GRR and NRR outcomes across a mixed portfolio, with experience reporting results to senior leadership

• Strong experience executing CS playbooks, executive business reviews, and renewal/expansion motions across varying account tiers

• Proven coaching ability with the range to develop CSMs operating in different engagement models and at different career stages

• Data-driven mindset with hands-on experience using CS platforms (ChurnZero, Gainsight, or equivalent) and Salesforce

• Demonstrated operational excellence in problem-solving, analytical thinking, process development, and planning

• Comfortable operating cross-functionally alongside Sales, Implementation, Product, and Support teams, including at the leadership level

• Experience contributing to cross-functional retention initiatives spanning multiple product lines or business units a plus

• Financial services or GRC experience a plus

• Bachelor's degree preferred

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.