Customer Success Manager

Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. The Customer Success Manager will develop customer relationships to promote retention and loyalty, ensuring customers are satisfied with services and advocating for their needs within the company.

Responsibilities:

• 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