Customer Success Manager

nCino, Inc.; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A cloud banking leader based in Johannesburg seeks a Customer Success Manager. The role requires driving customer adoption and ensuring they receive maximum value from the company's services. Ideal candidates have a Bachelor's degree and at least two years of experience, with strong advising and communication skills. This position involves significant collaboration with various teams and requires 15-25% travel.

Qualifications

• Bachelor’s degree and at least two years of relevant experience or equivalent.
• Proven ability to lead meetings and workshops.
• Knowledge of business processes and applications.

Responsibilities

• Own the customer’s contract renewal and expansion success.
• Ensure customers derive maximum value from nCino.
• Understand customer challenges to map nCino features.

Skills

Effective advising and coaching

Strong communication skills

Account planning and prioritization

Interpersonal skills

Change management

Education

Bachelor’s degree

Tools

CRM systems

Relational databases

Job description

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

As a Customer Success Manager (CSM), you are responsible for ensuring the success of a small portfolio of nCino’s customers. Your role involves driving customer adoption and success by providing advice, usage recommendations, and risk mitigation. You will bring nCino's innovations to your portfolio, aligning them with customer business goals to increase value, satisfaction, retention, and expansion within the institution.

The CSM acts as a trusted advisor and coach, providing a Success Blueprint and working closely with the account team to strengthen customer relationships and address issues impacting success. You should have application knowledge or IT expertise combined with customer management experience. Maintaining strong relationships across sales, services, engineering, marketing, and product teams is essential for executing the post-sale strategy.

Responsibilities

• Own the customer’s contract renewal and expansion success as the Success Program Leader.
• Ensure customers derive maximum value from nCino, utilize all licenses, identify new opportunities, and collaborate with sales for growth through an Executive Business Review process.
• Partner with Sales Account Managers and Support Engineers to manage assigned accounts for customer success.
• Establish a transformational Optimization Plan with the customer to meet business goals.
• Network within accounts from C-Level to achieve plan execution.
• Understand customer challenges and objectives to map nCino features to their needs.
• Identify risks and develop mitigation plans.
• Advocate for customers by promoting industry best practices and product evolution.
• Build long-term relationships with stakeholders.
• Provide thought leadership on business transformation.
• Support contract renewals to minimize attrition.
• Obtain at least two certifications within six months of employment.

Qualifications

Required:

• Bachelor’s degree and at least two years of relevant experience or equivalent.
• Experience in account planning and prioritization.
• Effective advising and coaching skills, especially in change management.
• Strong communication and interpersonal skills.
• Proven ability to lead meetings and workshops.
• Ability to prioritize and perform under pressure.
• Knowledge of business processes and applications.
• Understanding of software development and design methodologies (coding experience not required).

Desired:

• Experience with CRM systems and relational databases.
• Financial services experience, including retail and commercial banking, digital engagement, and financial analysis.
• Knowledge of nCino products and platform features.
• CRM or IT experience and understanding of the competitive landscape.

Other

• Position requires 15-25% travel.