Customer Success Manager

Comply is a provider of compliance SaaS and consulting services for the global financial services sector. The Customer Success Manager will own the digital, one-to-many customer experience for a high-volume customer base by driving adoption, value realization, retention, and expansion through data-driven programs, scalable content, campaigns, and group sessions.

Responsibilities:

• Own the digital customer journey for a high-volume book of accounts, delivering the right touch at the right moment using data-driven programs
• Drive product adoption and value realization across the lifecycle, from onboarding through renewal and expansion
• Monitor customer health including usage, key metrics, milestones, and NPS and act early on risks and growth opportunities
• Reduce churn and surface expansion by prioritizing proactive outreach where it matters most
• Build and iterate on scalable content and campaigns (in partnership with Customer Education) that automate and elevate the customer experience
• Run engaging group sessions (ie webinars, office hours, and optimization calls)
• Be the voice of the customer: feed product and process insights back to Product, Sales, and leadership

Requirements:

• The right person for this role is analytical, a strong writer
• 2+ years of experience in a customer-facing role (account management, support, or project management experience) for a software company, or equivalent experience
• Comfort with data: you can pull, interpret, and act on customer metrics to influence decisions
• Excellent written and verbal communication
• Comfortability using and learning new software (CRMs, spreadsheets, support, automation and presentation software)
• Ability to analyze information, make connections, and demonstrate deep-level thinking
• Strong project management skills with the know-how to prioritize, multi-task, and perform effectively under pressure
• Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support) to provide Voice of the Customer
• Familiarity with the financial services or compliance industry
• Understanding of how to partner across Marketing, Sales, Product, Sales, Finance and support
• 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