Scale CSM (Temp) – AI-Driven, Digital-First

Ncontracts

United States

Remote

USD 85,000 - 120,000

Full time

8 days ago

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Benefits offered by this job

Medical, Dental and Vision insurance

401(k) with company match

11 paid holidays

Paid time off (PTO)

Job summary

Ncontracts, based in Nashville, seeks a Scale Customer Success Manager for a temporary, high-volume portfolio role. You'll drive retention, adoption, and growth through automated journeys, data-driven engagement, and AI-assisted workflows while coordinating with Support, Product, and Sales teams.

The ideal candidate brings 3+ years in CS/AM, experience with ChurnZero/Salesforce, and a track record in B2B SaaS or fintech environments.

Qualifications

3+ years of Customer Success, Account Management, or related customer-facing experience.
Experience managing a high volume of customer relationships simultaneously.
Experience working in B2B SaaS, technology, fintech, financial services, or another customer-focused environment.
Experience utilizing customer success or CRM platforms such as ChurnZero, Salesforce, Gainsight, HubSpot, or similar.
Comfort using automated workflows, dashboards, health scoring, reporting, and customer data to prioritize work.
Strong analytical and written/verbal communication skills.
Ability to work cross-functionally with Support, Product, Sales, Renewals, and Customer Success leadership.

Responsibilities

Portfolio Management: manage a large portfolio via automated outreach, digital engagement programs, AI-assisted workflows and targeted interactions.
Maintain awareness of health, engagement, adoption, product utilization, lifecycle, and sentiment across accounts.
Prioritize outreach using ChurnZero, Salesforce, Forethought, dashboards, and other CS tools.
Monitor health scores, usage trends, and risk indicators to identify follow-up needs.
Conduct proactive outreach on value realization, adoption, best practices, regulatory changes, and success planning.
Coordinate with internal resources including Support, Product, Training, Renewals, Sales, and CS leadership.