Executive Director - Customer Success Manager

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

 

Drive customer value and business growth as Executive Director of Customer Success Management, leading enterprise-wide strategies that maximize customer adoption, retention, and expansion across nCino's global portfolio. You'll build and scale a high-performing customer success organization while serving as the strategic bridge between customers and internal teams. This senior leadership role focuses on transforming customer relationships into lasting partnerships through data-driven success frameworks and innovative engagement models. Working closely with Sales, Product, and executive leadership, you'll champion customer-centric initiatives that drive measurable business outcomes while advancing AI-powered customer success capabilities. Lead a distributed team as you establish new standards for customer value realization in the financial technology sector.

 

Key Responsibilities

• Develop and execute comprehensive customer success management strategy aligned with corporate objectives and revenue targets across nCino's global customer base

• Build and lead a high-performing, geographically distributed customer success organization with 7+ direct reports and teams across multiple regions

• Serve as primary customer success representative to executive leadership team and partner with CRO, CPO, and CTO on strategic initiatives

• Lead the agentic journey for the customer success management team, both for our customer base and how the team operates internally

• Own end-to-end customer journey optimization following implementation through expansion and renewal to maximize customer value realization

• Lead executive-level customer relationships and serve as escalation point for strategic accounts while driving expansion opportunities

• Partner with Sales leadership to align on strategy to achieve maximum adoption and revenue expansion

• Align with Managed Services leadership to drive expansion of Admin+ offerings

• Spearhead customer data consent initiative to achieve 100% of the eligible customer base

• Influence product roadmap and go-to-market strategies based on customer insights, market intelligence, and success metrics

• Establish comprehensive measurement frameworks for customer success metrics and regularly report performance to executive leadership

• Drive cross-functional collaboration with Sales, Product, Professional Services, and Customer Marketing to ensure aligned customer outcomes

• Design scalable operating models, processes, and systems to support rapid business growth and organizational capability development

• Champion customer-centric culture throughout the organization and serve as internal advocate for customer needs in strategic planning

• Lead talent acquisition and development strategy to attract top-tier professionals while establishing performance management and career development frameworks

• Drive organizational change management initiatives and deliver executive-level communications on customer success performance and market opportunities

Qualifications

Required:

• Undergraduate degree and 14+ professional related experience/proficiency with 5+ management experience; or equivalent work experience.  

• Must demonstrate proven track record of building and scaling global customer success organizations with experience managing Directors and senior leadership teams. 

• Deep knowledge of CRM systems, customer success platforms, and nCino competitive landscape and solution ecosystem 

• Comprehensive understanding of customer success methodologies, adoption frameworks, and value realization strategies 

• Expert knowledge of nCino product portfolio, platform capabilities, and enterprise implementation best practices 

• Financial services/banking industry expertise with understanding of regulatory and compliance requirements 

• Experience with enterprise CRM systems such as Salesforce.com and customer success automation platforms 

• Exceptional communication and interpersonal skills with ability to effectively navigate complex negotiations and foster strategic dialogue 

• Proven effectiveness at leading executive-level customer engagements, strategic account reviews, and business transformation discussions 

• Ability to prioritize multiple strategic initiatives and perform effectively under high-pressure, high-visibility conditions 

• Experience building and maintaining long-term relationships with internal and external executive stakehol