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Sr. Customer Success Manager - Encapture

May 30, 2026

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Mission — Why We Need You 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. You’re the connective tissue between customer goals and Continuous capabilities — translating what our customers need into action across Product, Implementation, Services, and Finance. These accounts are among our most strategic — complex, growing, and deeply important to the communities they serve. Objectives — The Problems You’ll Solve Reporting to the VP of Customer Success, you will own a portfolio of Encapture’s largest financial institution customers — complex, multi-solution accounts that span Lending and Compliance operations. This is not a one-size-fits-all portfolio; each account requires deep understanding of the customer’s unique environment, their critical outcomes, and the business value Encapture delivers across their organization. You will be the single point of accountability for retention and net revenue retention (NRR) within your assigned book, with retention as the primary mandate. You’ll work closely with Implementation, Services, Product, Finance, and Sales — serving as the customer’s primary advocate across all internal functions and ensuring every team understands what’s at stake in your accounts. Portfolio & Relationship Ownership - You own the relationship, ROI delivery, retention, renewal, and risk management for your assigned accounts. That means understanding each customer’s critical outcomes, building relationships that span from day-to-day contacts to the C-Suite, and proactively managing risk before it becomes churn. Your accounts are complex — multiple Encapture solutions, multiple stakeholder layers, multiple teams across the FI, and competing priorities inside each institution. You’ll know each account well enough to anticipate what they need before they ask for it. Where expansion and new use cases emerge, you’ll partner with Sales to drive those opportunities forward. Retention & NRR - You are directly responsible for retention and net revenue retention within your portfolio. This goes far beyond monitoring health scores — you maintain a deep, current understanding of stakeholder sentiment, product usage, ROI attainment, and emerging risks across every account. When challenges surface, you act with urgency. You are your customers’ advocate inside Continuous, ensuring that the business reacts quickly and effectively to whatever they need. Expansion conversations — identifying opportunities for additional solutions, increased adoption, and strategic growth — are a natural extension of the trust you build, and you’ll partner with Sales to close those opportunities. Outcome-Driven Customer Management - You don’t manage accounts — you drive outcomes. You’ll dig into each customer’s original reasons for buying, their current state of adoption, and the business results they’re achieving. Where gaps you’ll build and execute mutual action plans that close those gaps. ROI is not just a talking point — it’s something you help customers calculate, communicate internally, and build on. Executive Relationship Management - Your accounts are large financial institutions with layered decision-making structures. You’re comfortable in the room with executives — presenting business reviews, navigating complexity, and positioning Continuous as a strategic partner. You build and maintain multi-threaded relationships so that no account is dependent on a single champion. Risk Management & Cross-Functional Alignment - You actively manage risk across your portfolio — tracking adoption signals, engagement patterns, renewal timelines, and escalation triggers. When risk surfaces, you don’t wait; you mobilize internal resources across Implementation, Services, Product, and Finance to address it. You drive cross-functional accountability inside Continuous to ensure your customers get what they need, when they need it. CRM & Data Discipline - The business depends on accurate, complete account data to make decisions — forecast, prioritize, and allocate resources. You maintain meticulous records in Salesforce, including contact maps, opportunity and pipeline data, health scores, risk indicators, and account histories. Your CRM hygiene isn’t just good practice; it’s how you give yourself and leadership a complete, trustworthy picture of your portfolio at any moment. How You’ll Get There In your first 6 weeks, understand your portfolio and earn your first trust: <ul> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Build your internal network: establish working relationships with Implementation, Services, Product, Finance, and your CS peers</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Audit CRM data quality across your accounts; identify and close gaps in Salesforce contact maps, opportunity records, and account health documentation</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Get certified in Encapture’s Lending and Compliance solution sets — know what you’re selling and what you’re supporting</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Complete your first executive introductions for top-tier accounts in your portfolio</li> </ul> In your first 3 months, own your accounts and establish your rhythm: <ul> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Deliver your first round of Executive Business Reviews (EBRs) for priority accounts — outcomes-focused, ROI-grounded, forward-looking</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Identify and document the top 3 at-risk accounts in your portfolio with clear action plans and owners for each risk</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Build a 12-month account plan for each major account that maps customer outcomes to Continuous capabilities and identifies expansion opportunities</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Establish a consistent operating cadence with each account (QBRs, check-ins, escalation protocols)</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Achieve 100% CRM compliance across your portfolio — no stale records, no missing contacts, no untracked risks</li> </ul> Within 9 months, be the CSM your customers call when it matters most: <ul> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Achieve or exceed your retention and NRR targets for your portfolio</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Be recognized by your accounts as a strategic advisor, not just a support contact — validated through customer feedback and executive engagement</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Surface at least 2 expansion opportunities per major account with documented mutual business cases</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Develop and present a portfolio health summary to VP of Customer Success, highlighting trends, risks, wins, and strategic recommendations</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Contribute to CSM team knowledge base — share playbooks, escalation templates, or EBR frameworks that benefit the broader team</li> </ul> Competencies — What We’re Looking For Outcome Orientation — You think in terms of customer results, not activity. You understand what your customers are trying to accomplish — efficiency, compliance, loan volume, risk reduction — and you build your plans around helping them get there. ROI isn’t a slide in a deck; it’s how you measure yourself. Executive Presence — You are credible at the C-Suite level. You prepare for executive conversations with rigor, communicate with clarity and confidence, and know how to position Continuous as a strategic partner. You build multi-threaded relationships that insulate accounts from single-champion risk. Proactive Risk Intelligence — You don’t wait for customers to tell you something is wrong. You read signals — adoption trends, engagement patterns, support volume, stakeholder changes — and act early. You treat risk management as a discipline, not a reactive task. Analytical Mindset — You’re naturally curious about data. You dig into adoption metrics, usage patterns, and business outcomes to identify opportunities and surface insights. You build a quantitative case for value because you know gut feel isn’t enough in the C-Suite. Cross-Functional Orchestration — You drive alignment across Implementation, Services, Product, and Finance without direct authority. You know how to mobilize internal resources, set expectations clearly, and hold people accountable to customer commitments. Your accounts never feel dropped because of internal handoffs. Precision & Documentation Discipline — You maintain immaculate records because you understand that data integrity is a competitive asset. Your Salesforce hygiene is best-in-class, your account plans are always current, and your documentation enables anyone on the team to pick up where you left off. Financial Institution Fluency — You understand how financial institutions operate — their regulatory environment, their risk aversion, their procurement cycles, their internal politics. Whether through direct FI experience or rapid self-directed learning, you speak their language and earn their trust faster because of it. Trusted Advisor Mindset — You genuinely care about customer success — not as a retention strategy, but as a professional identity. You give honest assessments, escalate problems before they fester, and consistently put the customer’s long-term interest at the center of your decisions. What’s In It For You? At Continuous, we practice what we preach — our total rewards reflect our commitment to our people: <ul> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">A remote-first environment – Work from wherever you thrive in the contiguous U.S.</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Everything you need to succeed – Mac or Dell laptop, $100/month connectivity stipend, monitors, and a $250 setup allowance</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Comprehensive health coverage – 100% company-paid medical, dental, and vision for you and your family, plus $1,800 annual HSA contribution</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Financial protection – 100% company-paid LTD, AD&D, and life insurance</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">True flexibility – Flexible PTO and working hours that respect your life outside of work</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Time to recharge – 11 paid holidays plus two Wellness Days</li> <li style="font-family: tahoma, arial, helvetica, sans-serif; font-size: 14pt;">Investment in your growth – $1,000 annual professional development stipend</li> </ul> How We Work — Our Core Values Be Kind — We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware. Be Authentic — We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts, ideas, and skills. We show our true self — our whole self — every day. We unlock our teams’ potential by unlocking our own and each other’s potential. There is only one you and we want to see YOU every day. Be Collaborative — We unite for a common cause. We are in pursuit of the best idea — not our own idea. As a remote company, we must collaborate and communicate to make a difference — an impact. We do this for our teams and for our customers. Be Determined — Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers, ourselves, and each other. Work Environment and Physical Requirements This is a remote position performed primarily in a home office setting. The role involves extended computer use, virtual collaboration, and regular video-based executive presentations. Travel up to 10% for customer Executive Business Reviews, onsite relationship development, team gatherings, or industry events. EEO/AAP Statement 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. If you require a reasonable accommodation, contact 281-348-9606 or recruiting@smatechnologies.com. Security Notice: Continuous will never ask for money or payment during hiring. If someone claiming to represent us requests payment, it is a scam.