Customer Success

As trusted advisors offering best practices and solutions, the Customer Success Management (CSM) team is the customer's central touch point, whose primary job is to manage the long-term health and success of each customer.

nCino Customer Success Management

Ensuring customer success requires understanding and learning each customer's needs, as well as enabling them to achieve maximum value from the nCino Bank Operating System. The Success Team begins its customer relationship once implementation is complete and the relationship never ends. Every customer is assigned an nCino Customer Success Manager (CSM) to nurture the relationship by:

  • Providing proactive support including updates on the latest product releases
  • Offering best practices and suggestions to maximize the value of the Bank Operating System to achieve the institution's goals
  • Partnering to improve on strengths, eliminate inefficiencies and maximize productivity
  • Driving user adoption and user success
  • Monitoring support cases to spot trends and potential issues before they happen
  • Measuring progress toward achieving desired results over time
  • Equipping users through ongoing training to tap into the power of nCino
  • Adding additional nCino licenses and new functionality
  • Serving as an nCino advocate/liaison within an institution between departments and roles
  • Being the main point of contact at nCino for product development, support and sales
Checkpoint 1
Building success plan and performance review
Checkpoint 2
Analyze loan duration and lifecycle reports
Checkpoint 3
Evaluate use cases, metrics and user adoption
Checkpoint 4
Celebrate success and set new goals
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