Customer Success Manager

Compliance & Risks is a Product-Led Growth company that seeks a Customer Success Manager to drive customer outcomes through data, automation, and intelligent workflows. The role involves building strong relationships with customers and ensuring their success by managing subscription renewals and addressing their needs effectively.

Responsibilities:

• Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solving
• Proactively drive customer adoption and value realization within an automation-first environment, leveraging in-product experiences and system-driven workflows while engaging with customers directly at high-value moments
• Investigate and solve customer issues by understanding customer context, usage needs and patterns, and business goals
• Develop a deep understanding of each customer’s business, products, and compliance processes in order to drive adoption, retention, and expansion
• Own subscription renewals for assigned customers, ensuring value is clearly demonstrated throughout the lifecycle and partner with internal teams to support successful renewal outcomes
• Use platform tools to monitor customer health, usage, engagement, and signaling, to identify adoption risks, renewal readiness, and potential upsell opportunities
• Highlight customer use case details to reinforce our product
• Co-ordinate migration to new products as and when needed, acting as the primary customer owner through the migration process
• Identify churn/downsell risk early and work cross functionally to mitigate churn
• Use analytical thinking, platform data, and tools to prioritize engagement and develop strategies in support of optimal usage of our products based on customer needs
• Support customer enablement through a combination of self-service education, knowledge materials, and develop additional programs and documentation as needed
• Record all customer interactions and activity against the customer record ensuring the customer record is comprehensive and up to date
• Regularly monitor customer health, and proactively engage with customer to drive adoption and retention as per our Level of Service Framework
• Contribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer base
• Collaborate with other departments as needed in growing the customer base, driving adoption and retention
• Serve as the Voice of the Customer internally, sharing insights, feedback, and emerging needs based on customer engagement

Requirements:

• Bachelor's degree in Business or IT
• 5+ years experience managing a book of business in a fast-paced B2B customer environment
• Experience in a Product-Led Growth company
• Ability to operate effectively in an automation-first environment
• Using new software applications (CRM, ticketing, community platforms, customer behaviour and engagement platforms, project management tools, AI-assisted tools, etc.)
• Data analysis and problem-solving skills to interpret customer health indicators and turn them into actions
• Excellent verbal and written communication skills
• Ability to communicate and present to senior leadership of large multinational organizations
• Ability to manage end-to-end customer lifecycle activities, including onboarding, adoption, renewals, and expansion
• Ability to self-direct and self-manage
• Experience in a compliance and regulatory environment
• Experience in user onboarding tools and processes