Customer Success Manager - Mortgage Solutions

Join us as a Customer Success Manager (CSM) where you'll spearhead the success of our Mortgage Suite customers at nCino. Your role involves guiding and supporting a select portfolio of clients, ensuring they maximize our products' potential. By offering tailored advice, risk management, and aligning our innovations with their goals, you'll drive satisfaction, retention, and expansion. As a trusted advisor, you'll provide a Success Blueprint, leveraging your expertise in business processes, IT, and customer management. Collaborating closely with our teams, you'll strengthen relationships and tackle any challenges hindering our customers' success. Be part of a dynamic Customer Success ecosystem, shaping post-sale strategies and championing customer excellence!

• As the Success Program Leader , you own ultimate responsibility for the customer’s contract renewal and for expansion success
• Ensure that customers derive maximum value from their investment in nCino, utilize all of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint through an Executive Business Review process
• Work in tandem with Sales Account Managers and professional services teams to manage assigned accounts and ensure customer success with the nCino Mortgage suite
• Partner with the customer to establish a transformational Optimization Plan to ensure achievement of business goals
• Effectively network within an account from the C-Level down in order to achieve successful execution of the customer’s Optimization Plan
• Develop a comprehensive understanding of the customer’s business challenges and objectives to appropriately map nCino features and associated business benefits to address their needs
• Identify risks to the customer by achieving their stated business goals and developing a risk mitigation plan
• Serve as a customer advocate in driving industry best practices and the evolution of nCino product and platform functionality, courses and administrative services integral to the customer's success
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Provide thought leadership and best practices, both internally and externally, around business transformation
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition

• Bachelor’s degree and 4+ years of relevant experience or a combination of experience, education and superior performance.
• Financial Services industry experience, specifically in mortgage and retail/consumer lending
• Experience with account portfolio planning and prioritization is a must
• Ability to serve as credible and effective advisor/coach, especially around change management (cultural, technical and business)
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
• Knowledge of nCino product and platform features, capabilities and best use
• CRM or IT experience and knowledge of nCino competitive landscape and technical ecosystem
• Proven effectiveness at leading and facilitating meetings and workshops
• Ability to prioritize, multi-task and perform effectively under pressure
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation

• Experience with CRM systems such as Salesforce.com or systems built on relational databases a big plus
• Experience with Mortgage Loan Origination Systems (LOS), specifically Encompass experience desired.
• Working knowledge of the software development process and of software design methodologies (coding experience is not required, but may be useful)

• Position requires 15-25% travel