Associate Director - Customer Success Manager

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

 

Are you a visionary leader passionate about customer success and team development? Join us as an Associate Director of Customer Success Managers, where you’ll lead a high-performing team to drive adoption, retention, and growth across the nCino platform. You’ll mentor managers and CSMs, shape post-sale strategy, and collaborate cross-functionally to deliver exceptional customer outcomes. This is your opportunity to lead with purpose, influence customer journeys, and help shape the future of a growing global organization.
Drive Strategic Impact | Empower Teams | Elevate Customer Success

 

Responsibilities:

• Employ strategies to deepen adoption of the nCino platform among nCino’s customers, working in tandem with Sales, PSO, Support, and Product/Dev/Engineering teams

• Ensure that customers derive maximum value from their investment in nCino, maximize utilization of their active nCino licenses, identify new opportunities for nCino solutions, and collaborate with sales teams to ensure growth attainment and increased nCino footprint across the customer base

• Partner with the customer to establish a plan to ensure achievement of business goals

• Provide thought leadership and best practices, both internally and externally, around business transformation for the betterment of nCino’s customers’ business strategies while maximizing opportunities for nCino to grow market share

• Ensures the team delivers successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition

• Manage global CSM processes and practices across multiple unique products and geographies around the world, in order to achieve predictable outcomes as nCino scales

• Own and lead execution of business priorities, product growth and adoption of a specific solution nCino within the CSM team

• Lead efforts to recruit and retain the right individuals that will grow our business

• Develop and maintain long-term relationships with stakeholders internally and in our customer base

• Drives a positive example for team collaboration

• Establish goals, provide regular, respectful and honest feedback

• Organize a trusting team atmosphere that promotes the value of team continuity and cohesiveness; Acknowledge wins and successes for the team

• Understand and support the need for change; Help guide/lead team through change as nCino grows and scales

• Listens to employee concerns/ideas and takes action to implement ideas or resolve concerns, as needed

Qualifications:

Required:

• Bachelor’s degree and 10+ professional related experience/ proficiency, inclusive of 3+ years of management experience; or 8+ years and Advanced degree, 2+ years management; or equivalent work experience in lieu of degree requirements

• Exercises sound individual and team judgement

• 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 dialogue

• 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 software development processes and of software design methodologies (coding experience is not required, but may be useful)

Desired:

• Expertise in CRM platform utilization and strategic account portfolio management, including customer segmentation and prioritization frameworks

• Financial services/banking experience

• Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus

• Knowledge of fintech competitive landscape and technical ecosystem

• Knowledge of nCino product and platform features, capabilities and best use preferred

 

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino.

 

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 reserves the right to modify the posted range consistent with our internal practices and external market movement. The recruiter for this job posting can share more compensation details during the recruitment process, as base salary is only one component of the total compensation package per position posted.

The base salary range for this job is:

$124,100.00 - $217,200.00

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.