Associate Customer Success Manager

Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. The Associate Customer Success Manager will focus on developing customer relationships that promote retention and loyalty, ensuring customer satisfaction, and advocating for their needs while driving value and outcomes in collaboration with internal teams.

Responsibilities:

• Customer Relationship Management
• Serve as the central point of contact for day-to-day inquiries
• Build active and meaningful relationships with customers by understanding their goals and advocating for their needs
• Identify and validate desired outcomes, flag potential roadblocks, and assist in creating client success plan
• 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
• Account Monitoring and Health Tracking
• 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
• Escalation and Resolution Efficiency
• Act as a liaison between the customer and internal support, product, or technical teams
• Ensure timely follow-up on product issues, support tickets and feature requests
• Document and escalate high-priority concerns to appropriate stakeholders for resolution
• Internal Collaboration
• Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
• Update and contribute to team documentation, knowledge bases, and process improvements
• Renewal and Expansion Support
• Assist and partner with the renewals team throughout contract lifecycle
• Help identify upsell and cross-sell opportunities based on customer behavior, business needs, and product usage data

Requirements:

• 2+ years' experience in a Customer Success or Account Management role
• 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
• Financial services or compliance experience a plus