Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer success initiatives and ensure clients maximise their investment in nCino.
- Company: Join nCino, the global leader in cloud banking, transforming financial services.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and travel.
- Why this job: Be a trusted advisor, driving customer satisfaction and making a real impact.
- Qualifications: Bachelor’s degree and 4+ years of relevant experience required; CRM knowledge preferred.
- Other info: Position involves 15-25% travel; embrace a culture of inclusion and diversity.
The predicted salary is between 48000 - 84000 £ per year.
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. CSMs 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.
- 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 breadth of judgements in order to reach goals.
- May coach/mentor/lead others under minimal direction.
- Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus.
- Financial services/banking experience.
- Position requires 15-25% travel, some of which may be international travel.
If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino. 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.
Senior Customer Success Manager employer: nCino
Contact Detail:
nCino Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Familiarise yourself with nCino's products and services. Understanding their features and how they align with customer needs will help you demonstrate your value as a Senior Customer Success Manager during interviews.
✨Tip Number 2
Network with current or former employees of nCino on platforms like LinkedIn. Engaging in conversations about their experiences can provide insights into the company culture and expectations, which can be beneficial for your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlighting your experience with account management and change management will showcase your suitability for the role.
✨Tip Number 4
Stay updated on industry trends and best practices in customer success management. Being knowledgeable about the latest strategies will position you as a thought leader and demonstrate your commitment to the role.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success management, particularly in cloud banking or similar industries. Emphasise your ability to drive customer adoption and satisfaction, as well as any experience with CRM systems like Salesforce.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of nCino's mission and how your skills align with the role. Mention specific examples of how you've successfully managed customer relationships and driven business outcomes in previous positions.
Showcase Your Communication Skills: Since strong communication is key for this role, ensure that your application reflects your ability to convey complex ideas clearly. Use concise language and structure your application logically to make it easy for the hiring team to follow.
Highlight Relevant Certifications: If you have any certifications related to CRM systems or customer success, be sure to include them in your application. Mention your willingness to become Salesforce.com certified within the first six months, as this is a requirement for the role.
How to prepare for a job interview at nCino
✨Understand nCino's Products
Before the interview, make sure you have a solid understanding of nCino's products and how they benefit customers. Familiarise yourself with the features and capabilities of the nCino Bank Operating System, as this will help you demonstrate your knowledge and show how you can drive customer success.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific scenarios where you've successfully managed customer relationships or resolved conflicts. Prepare examples that highlight your experience in change management and how you've helped clients achieve their business goals using your expertise.
✨Showcase Your Communication Skills
As a Senior Customer Success Manager, strong communication skills are essential. Be ready to discuss how you've effectively navigated difficult conversations or mediated conflicts in the past. Highlight your ability to foster honest dialogue and build long-term relationships with stakeholders.
✨Demonstrate Your Strategic Thinking
Be prepared to discuss how you would approach account portfolio planning and prioritisation. Share your thoughts on developing an Optimisation Plan for customers and how you would identify risks and opportunities for growth within their accounts.
