Why This Job is Featured on The SaaS Jobs
Senior Customer Success Manager roles sit at the core of the SaaS business model because retention and expansion depend on sustained product outcomes, not a one time sale. In this listing, the remit spans a small portfolio, executive alignment, and adoption planning, which signals a mature post sales motion where success is managed as a structured program across stakeholders.
For a SaaS career, the work builds durable strengths in lifecycle ownership: translating product capabilities into measurable usage, spotting risk early, and coordinating across Sales, Services, Support, and Product. The emphasis on Success Blueprints, optimization plans, and Executive Business Reviews reflects operating rhythms common in enterprise SaaS, where value realization, change management, and renewal readiness are continuous rather than event based.
This role tends to suit professionals who prefer consultative account leadership and are comfortable being accountable for outcomes across multiple threads at once. It fits someone who enjoys working with senior customer sponsors, can balance strategic planning with hands on issue resolution, and wants a seat at the intersection of product adoption, commercial strategy, and customer transformation within a cloud software environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.
As a Senior Customer Success Manager (CSM) you are ultimately responsible for ensuring the success of a small portfolio of nCino’s customers. As a CSM, you will be responsible for driving customer adoption and success by providing advice, usage/adoption recommendations, risk identification and mitigation. The CSM will bring nCino's best ideas, innovations and capabilities to their portfolio of customers and match these to the customer’s business goals, driving greater value and executive alignment between the customer and nCino. The end result is increased customer satisfaction, retention and expansion of the nCino footprint within the institution. As a trusted advisor and coach, you are the post-sales success leader for your assigned accounts and provide your customers with a Success Blueprint. In addition to the business process and change management skills needed for this role, the CSM should possess application knowledge or IT expertise in combination with exceptional customer management experience. The CSM will work closely with the entire account team to strengthen the customer relationship at all levels in order to execute the overall account strategy. You will also help troubleshoot and address any issues that impact the customer’s success. CSM's are required to maintain strong working relationships with other nCino customer facing personnel in the Sales, Services, Engineering, Marketing and Product Management ecosystems with the goal of owning the post-sale strategy.
Responsibilities
- As the Success Program Leader , you own ultimate responsibility for the customer’s contract renewal and for expansion success
- Ensure that 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 in order 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.
Qualifications
Required:
- 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
Desired:
- 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)
Other
- Position requires 15-25% travel
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:
$72,300.00 - $119,300.00
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 recruiting@ncino.com.
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.
