[Hiring] Sr. Customer Success Manager @Continuous

Role Description

Our lending workflows and compliance customers trust us with some of the most critical operations inside their financial institutions - processes that cannot fail. As their Sr. Customer Success Manager, you earn and protect that trust every day. You are the primary relationship owner for some of our largest and most complex financial institution customers — each running multiple Encapture solutions that touch both Lending and Compliance operations across multiple teams inside the FI.

In a world where these customers face relentless regulatory pressure, operational complexity, and competing technology priorities, you are their constant — the one who keeps them on track, drives meaningful outcomes, and ensures Continuous is indispensable to their business.

At Continuous, our mission is to make the complex simple for financial institutions — and that’s exactly what you do for our customers. You’ll own a portfolio of large, multi-solution accounts, navigating C-Suite relationships as confidently as you manage day-to-day execution.

Objectives — The Problems You’ll Solve

• Own a portfolio of Encapture’s largest financial institution customers — complex, multi-solution accounts that span Lending and Compliance operations.
• Be the single point of accountability for retention and net revenue retention (NRR) within your assigned book.
• Work closely with Implementation, Services, Product, Finance, and Sales — serving as the customer’s primary advocate across all internal functions.

Portfolio & Relationship Ownership

• Own the relationship, ROI delivery, retention, renewal, and risk management for your assigned accounts.
• Build relationships that span from day-to-day contacts to the C-Suite.
• Proactively manage risk before it becomes churn.
• Partner with Sales to drive expansion and new use cases.

Retention & NRR

• Directly responsible for retention and net revenue retention within your portfolio.
• Maintain a deep, current understanding of stakeholder sentiment, product usage, ROI attainment, and emerging risks.
• Act with urgency when challenges surface.
• Identify opportunities for additional solutions, increased adoption, and strategic growth.

Outcome-Driven Customer Management

• Drive outcomes by digging into each customer’s original reasons for buying and their current state of adoption.
• Build and execute mutual action plans to close gaps.
• Help customers calculate and communicate ROI internally.

Executive Relationship Management

• Comfortable presenting business reviews to executives and navigating complexity.
• Build and maintain multi-threaded relationships.

Risk Management & Cross-Functional Alignment

• Actively manage risk across your portfolio — tracking adoption signals, engagement patterns, renewal timelines, and escalation triggers.
• Mobilize internal resources to address risks.

CRM & Data Discipline

• Maintain meticulous records in Salesforce, including contact maps, opportunity and pipeline data, health scores, risk indicators, and account histories.

How You’ll Get There

• In your first 6 weeks, understand your portfolio and earn your first trust:
• Build your internal network with Implementation, Services, Product, Finance, and your CS peers.
• Audit CRM data quality across your accounts.
• Get certified in Encapture’s Lending and Compliance solution sets.
• Complete your first executive introductions for top-tier accounts.
• In your first 3 months, own your accounts and establish your rhythm:
• Deliver your first round of Executive Business Reviews (EBRs) for priority accounts.
• Identify and document the top 3 at-risk accounts with clear action plans.
• Build a 12-month account plan for each major account.
• Establish a consistent operating cadence with each account.
• Achieve 100% CRM compliance across your portfolio.
• Within 9 months, be the CSM your customers call when it matters most:
• Achieve or exceed your retention and NRR targets.
• Be recognized by your accounts as a strategic advisor.
• Surface at least 2 expansion opportunities per major account.
• Develop and present a portfolio health summary to VP of Customer Success.
• Contribute to CSM team knowledge base.

Competencies — What We’re Looking For

• Outcome Orientation
• Executive Presence
• Proactive Risk Intelligence
• Analytical Mindset
• Cross-Functional Orchestration
• Precision & Documentation Discipline
• Financial Institution Fluency
• Trusted Advisor Mindset

Benefits

• A remote-first environment – Work from wherever you thrive in the contiguous U.S.
• Everything you need to succeed – Mac or Dell laptop, $100/month connectivity stipend, monitors, and a $250 setup allowance.
• Comprehensive health coverage – 100% company-paid medical, dental, and vision for you and your family, plus $1,800 annual HSA contribution.
• Financial protection – 100% company-paid LTD, AD&D, and life insurance.
• True flexibility – Flexible PTO and working hours that respect your life outside of work.
• Time to recharge – 11 paid holidays plus two Wellness Days.
• Investment in your growth – $1,000 annual professional development stipend.

Company Description

Unisoft International, Inc. dba Continuous is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.