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 nCinos global portfolio. Youll 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 youll 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 nCinos 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 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 stakeholders

• Position requires 25-35% travel to support global operations and executive customer engagements

• Ability to operate effectively across multiple time zones and cultural environments

Desired:

• Masters degree in business administration or related advanced degree

• Experience in financial technology banking or regulated industries

• Previous experience in roles with P&L responsibility or revenue accountability

• Track record of successful customer success transformations and organizational change management

• Industry recognition or thought leadership in customer success practices

• Experience with global/international customer success operations

Core Competencies

• Drives Vision and Purpose- Painting a compelling picture of the vision and strategy that motivates others to action

• Strategic Mindset- Seeing ahead to future possibilities and translating them to breakthrough strategies

• Balances Stakeholders- Anticipating and balancing the needs of multiple stakeholders

• Manages Ambiguity- Operating effectively even when things are not certain or the way forward is not clear

• Global Perspective- Taking a broad view when approaching issues using a global lens.

• Cultivates Innovation- Creating new and better ways for the organization to be successful

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

The pay range for this role is based on relative market data and alignment with our compensation philosophy. The range displayed reflects the minimum and maximum of the pay range for each job posting which is used to determine new hire rates/salaries and takes into consideration multiple factors including but not limited to knowledge skills abilities proficiencies experience education licensures/certifications as well as business and organizational needs. nCino reserves the right to modify the posted range consistent with our internal practices and external market movement. The recruiter for this job posting can share more compensation details during the recruitment process as base salary is only one component of the total compensation package per position posted.

The base salary range for this job is:

$164100.00 - $287200.00

nCino provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex sexual orientation gender identity national origin age protected veteran status disability genetics or other protected addition to federal law requirements nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact us at .

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.