Customer Success Manager

Role Overview

• 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
• Generate report and insights related to account status, customer success plans and usage metrics
• Lead critical issue resolution across departments for strategic or at-risk accounts
• Anticipate possible friction points in the customer journey and implement preemptive solutions
• Champion systemic improvements by identifying recurring issues and influencing internal process enhancements
• Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
• Participate in internal account review meetings to align on customer strategies and success plans
• Update and contribute to team documentation, knowledge bases, and process improvements
• Partner with marketing on advocacy initiatives such as case studies and testimonials
• Own the end-to-end renewal process, including forecasting, negotiation and close
• Lead commercial conversations around value realization, upsells, cross-sells and expansion planning
• Align with sales on account growth strategy and influence commercial outcomes by demonstrating impact
• Prepare Quarterly Business Reviews and renewal discussions by consolidating relevant data and insights

Requirements

• 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
• Excellent communication, presentation, and problem-solving skills

Benefits

• To learn more about our values, mission and the wide-range of perks offered to employees at Comply, visit https://www.comply.com/careers/.