Sr. Customer Success Manager - Encapture

Continuous is a company focused on simplifying complex processes for financial institutions. They are seeking a Senior Customer Success Manager to manage relationships with large financial institution customers, ensuring retention and driving meaningful outcomes through effective communication and collaboration across internal teams.

Responsibilities:

• You own the relationship, ROI delivery, retention, renewal, and risk management for your assigned accounts
• You are directly responsible for retention and net revenue retention within your portfolio
• You’ll dig into each customer’s original reasons for buying, their current state of adoption, and the business results they’re achieving
• You’re comfortable in the room with executives — presenting business reviews, navigating complexity, and positioning Continuous as a strategic partner
• You actively manage risk across your portfolio — tracking adoption signals, engagement patterns, renewal timelines, and escalation triggers
• You maintain meticulous records in Salesforce, including contact maps, opportunity and pipeline data, health scores, risk indicators, and account histories

Requirements:

• Experience managing complex, multi-solution accounts in financial institutions
• Ability to navigate C-Suite relationships confidently
• Strong understanding of customer goals and Continuous capabilities
• Experience in retention and net revenue retention (NRR) management
• Ability to build relationships across multiple stakeholder layers
• Proven track record of proactive risk management
• Experience in driving outcomes and executing mutual action plans
• Strong presentation skills for executive business reviews
• Ability to track adoption signals and manage risk effectively
• Experience maintaining accurate account data in CRM systems like Salesforce
• Strong analytical mindset with a focus on data-driven decision making
• Ability to drive cross-functional alignment without direct authority
• Understanding of financial institutions' operations and regulatory environments
• Genuine care for customer success and long-term interests