Join Our Team

Customer Success Manager

Who We Are

ComplySci is a SaaS company forging the future of RegTech (regulatory technologies). Our global governance, risk management and compliance (GRC) solutions helps more than 1,100 financial services and professional services institutions proactively identify risks and manage complex regulatory and compliance challenges. We have been selected by some of the largest hedge funds, private equity firms and brokers to be their partner and are looking for amazing people to join our growing team!

The Role

The Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Your role will be to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

What You Will Do

Drive Customer Success Outcomes

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Manage customer success activities across, onboarding, training, customer support, and  customer advocacy

Create company-wide culture of Customer Success (Move to one Sentence)

  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

(Travel may be required)

Qualifications

  • 5+ years’ experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
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