Director, Scale Customer Success Remote | Client Services | Full-TimeWHO WE AREHeadquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-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, youll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. Were 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.Position Overview Lead and scale our customer success strategy for ~3,600 scale accounts, managing a team of 4-6 Scale CSMs. This leadership role requires building scalable CS operations while driving retention and growth across our scale segment. Youll partner with executive stakeholders and collaborate with Customer Success, CS Enablement, Digital Success, CS Operations, and Sales leadership to transform how we deliver value to our scale customers. Key Responsibilities Strategic Leadership <ul><li>Develop and execute multi-year strategic vision for Scale CS aligned with company objectives </li><li>Build and optimize the Scale CS operating model to efficiently manage ~3,600 accounts </li><li>Drive digital transformation initiatives to scale customer success operations </li></ul>Operational Development <ul><li>Design scalable processes and playbooks for managing high-volume portfolios </li><li>Implement technology stack and automation strategies with the help of CS Ops and Digital Success </li><li>Build data-driven culture with advanced analytics and reporting </li><li>Lead change management initiatives across the CS organization </li></ul>Cross-functional Excellence <ul><li>Lead cross-functional initiatives to improve customer experience and operational efficiency </li><li>Collaborate closely with Enterprise and Mid-Market CSM team to ensure consistent customer experience across segments. </li><li>Influence product roadmap based on scale customer needs and insights </li></ul>Business Impact <ul><li>Drive high gross retention rates </li><li>Identify expansion opportunities with increase in goals for 2026 and beyond </li><li>Present monthly KPIs to CS leadership </li></ul>Team Building &amp; Development <ul><li>Lead and develop a team of 4-6 Scale CSMs </li><li>Build leadership bench strength and succession planning within the team </li><li>Create career development frameworks and growth paths for team members </li><li>Establish performance standards and accountability metrics </li></ul>Required Qualifications Experience <ul><li>7+ years in Customer Success with 3+ years leadership roles </li><li>Proven track record building and scaling CS teams and operations </li><li>Deep expertise in leveraging CS tools, such as ChurnZero, to drive engagement, retention, and expansion </li><li>Customer Success experience in a Software-as-a-Service (SaaS) company </li></ul>Skills <ul><li>Strategic thinking with ability to translate vision into executable plans </li><li>Exceptional leadership and organizational development capabilities </li><li>Data-driven decision making and analytical expertise </li><li>Outstanding leadership presence and communication skills </li></ul>Leadership <ul><li>Experience managing Success teams (or similar team) </li><li>Track record of hiring and developing high-performing leaders </li></ul>Preferred Qualifications <ul><li>Experience with Digital Success and automation at scale </li><li>Experience managing $35M+ in ARR across customer portfolios </li><li>Success in developing and executing multi-year strategic plans </li><li>Experience presenting to and influencing leadership </li></ul>WE OFFER<ul><li>A fun, fast-paced work environment</li><li>Responsible PTO Plan that meets or exceeds state and local medical and family leave laws</li><li>11 paid holidays</li><li>Community and social events to keep you connected and engaged</li><li>Mental Health Benefits</li><li>Medical, Dental and Vision insurance</li><li>Company-paid Group Life Insurance, Short- and Long-Term Disability</li><li>Flexible Spending Account &amp; Health Savings Account</li><li>Aflac Benefits – Critical Illness, Cancer Protection, &amp; Hospital Choice</li><li>Pet Insurance</li><li>401 (k) with company match with eligibility on Day 1 of employment</li><li>2 Paid Volunteer Time Off Days</li><li>And much more!  </li></ul>Compensation InformationPursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $110,000 to $150,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.AAP/EEO StatementNcontracts 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 DutiesPlease 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.

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