Customer Success Manager

nCino, Inc.; Winnersh; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading cloud banking company in the UK seeks a proactive Customer Success Manager. The successful candidate will manage customer renewals, aiming to maximize retention and minimize churn. Responsibilities include engaging with key decision-makers, analyzing customer data, and negotiating renewal contracts. Candidates should have a bachelor’s degree and experience in customer-facing roles, ideally within financial services. This is an opportunity to make a significant impact within a growing team.

Qualifications

• 2+ years of related experience in customer success, account management, or sales.
• Strong organizational skills in a fast-paced environment.
• Experience building relationships with key stakeholders.

Responsibilities

• Manage customer renewals and increase retention rates.
• Identify customer requirements and mitigate churn risk.
• Conduct cross-selling demos and engage in contract negotiations.

Skills

Customer Success Management

Account Management

Organizational Skills

Communication Skills

Education

Bachelor's Degree

Tools

CRM Software

Portfolio Analytics software

Job description

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nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

As the Customer Success Manager, you’ll be responsible for managing a book of renewals while working in close partnership with Sales and Customers to maximize retention, minimize churn risk and drive growth. We are seeking an energetic, detailed, and articulate team player who is excited to impact overall retention. You will actively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time renewals while maintaining an accurate forecast.

ESSENTIAL JOB FUNCTIONS

1. Manage an assigned book of customer renewals with the goal of increasing retention rates and identifying additional cross-sell growth opportunities.
2. Manage the renewals process in collaboration with Sales and CSM. Accountability for increasing retention, mitigating churn risk, updating terms, annual price uplift, and multi-year contracts.
3. Conduct appropriate cross-selling demos and engage in contract negotiations with a book of assigned customers.
4. Engagement with key customer stakeholders and decision-makers to identify needs and overcome obstacles, ensuring timely commitments.
5. Achieve or exceed quarterly revenue goals tied to retention, growth, and term extension of existing customer contracts.
6. Analyze customer data to maintain and report an accurate forecast of renewals.
7. Negotiate and execute renewal contracts that align with customer goals.
8. Identify and communicate risks and collaborate with the CSM team to develop resolution strategies.
9. Champion the renewal sales cycle, from developing a strategy to building relationships with key stakeholders to negotiation and contracting.

MINIMUM REQUIREMENTS

Education & Training

1. Bachelor’s Degree
2. 2+ years of related experience/proficiency; or 4 years and a Master’s / Advanced degree; or equivalent work experience (as applicable).

Knowledge, Skill, and Ability

• Experience in Renewals, Customer Success, Account Management, Sales or other applicable customer-facing roles. Collaboration skills, building credibility internally and with customers.
• Organizational skills with the ability to handle various tasks; attention to detail in a fast-paced, high-volume environment.
• Time management skills in a dynamic sales environment.
• Presentation, meeting facilitation, and written/verbal communication skills.

PREFERRED REQUIREMENTS

• Experience in Renewals, Customer Success, Account Management, Sales or other applicable customer-facing roles.
• Software/SaaS experience.
• Experience in the financial services industry.
• Experience with nCino, Portfolio Analytics software.
• Strong research, analytical, and creative problem-solving skills.