Curious Minds. Bold Ideas. Extraordinary Impact.

We're transforming financial services through bold innovation and relentless execution. You bring the ideas and drive. We'll build what's next — together.

Responsibilities (You and Your Team's)

Lead the professional services, support, and customer success manager teams to ensure that nCino customers successfully implement and adopt our product
Develop leadership skills of managers on the customer success team and create an environment of high collaboration
Represent customer success team and customers while serving on senior leadership team
Develop and lead the strategy and execution of Customer Success team to support the adoption, expansion and renewal of nCino customers
Work to define and optimize the customer experience and analyze the current customer journey by mapping that journey and working with customers to reduce the effort required for them to succeed
Work to create scale within the Customer Success team to execute the customer experience with quality and consistency
Hire, retain and grow customer success team
Create an onboarding process and measure its effectiveness by determining the ramp and quality of the ramp of the team
Develop and communicate key measures of the team by defining the leading indicators to successful outcomes of each customer journey
Communicate regularly with the executive team on the effectiveness of the programs
Work with Customer Marketing to develop marketing activities to support the desired customer outcomes and align to Customer Experience
Push Customer Success as key part of the nCino culture and work to advocate internally for our customers
Develop executive relationships with customers by participation in Executive Business Reviews and other key activities
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:

BA/BS degree and 8+ years functional exp, 3+ years management exp or combination experience, education & superior performance degree or equivalent experience preferred
Demonstrates an understanding of conflict characteristics and learns how to action steps to resolution
Exercises sound individual and team judgement
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 dialogue
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
Knowledge of nCino product and platform features, capabilities and best use
Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)
Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus
Financial services/banking experience

Other

Position requires 15-25% travel

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.

Senior Manager - Customer Success