Principal Customer Success Manager

nCino; Johannesburg; On-site; ZAR 1,055,000 - 1,408,000; Full time

Job summary

A leading cloud banking company is looking for a Customer Success Manager in Johannesburg. In this role, you'll drive customer adoption and provide strategic guidance to enhance customer satisfaction and retention. The ideal candidate has a Bachelor's degree and experience in customer management, with strong advisory skills and the ability to build relationships across organizations. Join a dynamic team committed to innovation and customer success.

Qualifications

• At least two years of relevant experience or equivalent combination of education and performance.
• Experience in account portfolio planning and prioritization.
• Knowledge of business processes (Sales, Marketing, Service, Support) and automation.

Responsibilities

• Own ultimate responsibility for contract renewal and expansion success.
• Ensure customers derive maximum value from their investment.
• Manage assigned accounts to ensure customer success with the nCino Bank Operating System.

Skills

Effective advisory and coaching skills

Strong communication

Interpersonal skills

Conflict resolution abilities

Ability to multitask

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/adoption recommendations, risk identification, and mitigation. The CSM will bring nCino's best ideas, innovations, and capabilities to their portfolio and align these with the customers' business goals, thereby driving greater value and executive alignment. The goal is to increase customer satisfaction, retention, and expand nCino's footprint within the institution.

As a trusted advisor and coach, you will be the post-sales success leader for your accounts, providing your customers with strategic guidance and change management skills. The ideal candidate should have application knowledge or IT expertise combined with exceptional customer management experience. You will work closely with the entire account team to strengthen relationships at all levels and address any issues impacting customer success. Maintaining strong working relationships with other nCino personnel in sales, services, engineering, marketing, and product management is essential to own the post-sale strategy.

Responsibilities

• Own ultimate responsibility for contract renewal and expansion success as the Success Program Leader.
• Ensure customers derive maximum value from their investment in nCino, utilizing all licenses, identifying new opportunities, and collaborating with sales teams to achieve growth through an Executive Business Review process.
• Manage assigned accounts in tandem with Sales Account Managers and Support Engineers to ensure customer success with the nCino Bank Operating System.
• Partner with the customer to establish a transformational Optimization Plan to meet business goals.
• Network effectively within the account from C-Level down to execute the Optimization Plan successfully.
• Develop a deep understanding of the customer’s business challenges and objectives to map nCino features to their needs.
• Identify risks to achieving business goals and develop mitigation plans.
• Serve as a customer advocate, promoting industry best practices and evolving nCino products and services.
• Build and maintain long-term relationships with stakeholders.
• Provide thought leadership on business transformation internally and externally.
• Support contract renewal processes to minimize attrition.
• Obtain at least two certifications within the first six months of employment.

Qualifications

Required:

• Bachelor’s degree and at least two years of relevant experience or equivalent combination of education and performance.
• Experience in account portfolio planning and prioritization.
• Effective advisory and coaching skills, especially around change management.
• Strong communication, interpersonal skills, and conflict resolution abilities.
• Proven facilitation skills for meetings and workshops.
• Ability to multitask and perform under pressure.
• Knowledge of business processes (Sales, Marketing, Service, Support) and automation.
• Working knowledge of software development processes and methodologies.

Desired:

• Experience with CRM systems or relational databases.
• Financial services experience across retail, business, and commercial banking, digital engagement, and financial analysis.
• Knowledge of nCino’s product features and capabilities.
• CRM or IT experience, understanding of the competitive landscape and technical ecosystem.

Other

• Position requires 15-25% travel.

If you thrive in a high-energy entrepreneurial environment, we invite you to share your passion, ideas, and excitement at nCino.

nCino is an equal opportunity employer, committed to inclusion and diversity. We provide reasonable accommodations for applicants with disabilities and are dedicated to creating an inclusive workplace where employees can bring their authentic selves.