Customer Success Manager

Comply is a leading provider of compliance SaaS and consulting services for the global financial services sector, serving more than 5,000 clients worldwide. The Customer Success Manager will build excellent customer experiences, drive product adoption and value realization, and use data-driven programs to manage the customer lifecycle. The role also involves creating digital customer experiences, automating customer journeys, and collaborating cross-functionally to support retention and growth.

Responsibilities:

• Embrace the Comply’s value proposition and how it relates to the strategic goals of our clients; provide support, actionable advice, and useful content to drive impact
• Dynamic guidance of the customer lifecycle, with a heavy emphasis on product adoption, to deepen value realization
• Analyze and interpret data as it relates to impact and implementation to initiate proactive solutions
• Closely monitor and report on key metrics, milestones, and client NPS; analyze trends to monitor client health throughout the client journey
• Establish deep knowledge of Comply products and services and how each relates to specific client goals
• Proactively inform leadership and account team partners of lifecycle risks & opportunities; when risk surfaces, project manage solutions-focused resolutions
• Prioritize outreach efforts to mitigate churn and position for expansion/growth
• Partner as a customer advocate by providing product and process feedback to management and/or internal teams as necessary
• Partner with Customer Education to produce high-quality, professional resources to support clients goals and value realization
• Conduct engaging presentations for client groups, including webinars, office hours, optimization calls, etc
• Participate in team projects that support goals and initiatives of the department
• Be an innovative and collaborative thought leader, continuously assessing team support for all clients and determining new strategies or services that will better drive Comply, implementation, usage and value realization

Requirements:

• 2+ years of experience in a customer-facing role (account management, support, or project management experience) for a software company
• Experience in CX or analytics platforms
• Proficient with tools such as Slack, Microsoft Product Suite (Outlook, PowerPoint, Excel)
• Comfortability using and learning new software — spreadsheets, CRM, email marketing, support, automation, productivity, and presentation software are all part of your toolbelt
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
• Ability to analyze information, make connections, and demonstrate deep-level thinking
• Ability to prioritize, multi-task, and perform effectively under pressure
• Exceptional communication and presentation skills (both written and verbal)
• Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support) to provide Voice of the Customer
• Experience with building, analyzing, and interpreting customer data to influence stakeholder decision-making
• Experience in/understanding of financial services industry
• Demonstrated ability to grasp complex topics and succinctly communicate these topics at levels of varying complexity based on audience