About the role

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. This is a full-time temporary position. 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. The Role We are seeking an experienced Scale Customer Success Manager to join our Customer Success team for a temporary, short-term period. This role is responsible for managing a large portfolio of customers through a combination of automated workflows, digital engagement strategies, AI-assisted customer success practices, and targeted customer interactions. The Scale CSM will help drive customer retention, product adoption, customer satisfaction, and growth opportunities across a high-volume customer base. This role requires strong customer relationship skills, comfort working with customer success technology, and the ability to use data, automation, and internal systems to prioritize engagement at scale. The ideal candidate is comfortable leveraging tools such as ChurnZero, Salesforce, Forethought, reporting dashboards, and automated customer journeys to identify risk, support adoption, improve customer outcomes, and ensure customers are connected to the right resources at the right time. Key Responsibilities Portfolio Management - Manage a large portfolio of customer accounts through a combination of automated outreach, digital engagement programs, AI-assisted workflows, and targeted customer interactions. - Maintain awareness of customer health, engagement, adoption, product utilization, lifecycle stage, and customer sentiment across assigned accounts. - Use ChurnZero, Salesforce, Forethought, reporting dashboards, and other customer success technologies to prioritize customer outreach and identify opportunities for engagement. - Monitor health scores, usage trends, alerts, journeys, customer feedback, and other risk indicators to proactively identify accounts requiring follow-up. - Conduct proactive outreach focused on value realization, product adoption, best practices, regulatory changes, customer education, and success planning. - Ensure customers are connected to the appropriate internal resources, including Support, Product, Solution Advisory, Training, Renewals, Sales, and Customer Success leadership. Customer Retention & Risk Management - Identify at-risk customers early through customer health data, usage trends, support activity, customer feedback, lifecycle indicators, and automated alerts. - Develop and execute retention strategies designed to improve customer outcomes, increase product adoption, and mitigate churn risk. - Document customer concerns, product feedback, business risks, outreach activity, and mitigation plans within Salesforce, ChurnZero, and other applicable systems. - Partner with Customer Success leadership on escalated customer situations, renewal risks, product concerns, and account strategy. Product Adoption & Customer Success - Drive awareness and adoption of product functionality, enhancements, new releases, a