Own a portfolio of strategic accounts and serve as the central point of contact for day-to-day inquiries
Proactively manage customer journeys from onboarding to renewal, ensuring continued alignment with business goals
Establish executive-level relationships with customer stakeholders to understand and influence broader organizational goals
Influence customer lifetime value through increased product adoption, satisfaction and overall health
Deliver regular business reviews to ensure customers are achieving – and recognizing – their intended outcomes
Support revenue retention and growth through customer advocacy and reference-ability
Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities
Use tools like Gainsight and Salesforce to manage customer health scores and maintain CRM data integrity
Perform in-depth analysis of account performance metrics and proactively develop mitigation or growth strategies
Lead critical issue resolution across departments for strategic or at-risk accounts
Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
Own the end-to-end renewal process, including forecasting, negotiation and close
Lead commercial conversations around value realization, upsells, cross-sells and expansion planning
Prepare Quarterly Business Reviews and renewal discussions by consolidating relevant data and insights

3+ years’ experience in a Customer Success or Account Management role
Financial services or compliance experience a plus
Ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers AND passion for revenue and growth
Demonstrated ability to manage and see projects through with customers
Analytical, organized, process-oriented, and proactive mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others

To learn more about our values, mission and the wide-range of perks offered to employees at Comply, visit https://www.comply.com/careers/.
Comply is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
Applicants must be authorized to work for any employer in the United States. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.
Comply is aware of scammers posing as Comply employees and extending job offers via direct messaging, texts and social media platforms. These are fraudulent and should be treated as such. To learn more about this, please review our Statement of Fraudulent Job Offers.

Customer Success Manager

Key skills