Mid-Market Customer Success Manager

Description

We are COMPLY.

For compliance people.

We pride ourselves on being the champion for compliance professionals. Merging technology, consulting and education, we help clients navigate the ever-changing regulatory environment. We serve more than 7,000 clients globally, through our solutions including ComplySci, RIA in a Box, National Regulatory Service (NRS) and illumis. We are a high-growth organization and have been recognized with numerous awards including by Inc. 5000, Institutional Asset Manager Awards, Private Equity Wire Awards, and the Women in Data & Technology Awards.

COMPLY is made up of 350+ professionals worldwide. In the US alone, we have team members in 45 states. Employees of COMPLY have access to comprehensive benefits, unlimited PTO, paid bonding leave and 100% remote work flexibility with a WFH stipend.

Come join our team of talented innovators working together to forge the next generation of compliance.

To learn more about COMPLY, visit COMPLY.com.

The Mid-MarketCustomer Success Manager is passionate about 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 and to be an internal advocate for your book of business.  

At COMPLY, our customers’ success is our success. We look to our Customer Success Managers to own driving value and outcomes for our customers in collaboration with our internal teams. This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).   

Responsibilities:

Build active and meaningful relationships with customers, working closely with other COMPLY departments to ensure customers receive maximum value from COMPLY

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores  

Identify and validate customer desired outcomes, identify potential challenges, and develop client success plans

Monitor client health (usage, relationship, etc) to mitigate risk and identify areas for the customer to get more value from the partnership

Deliver regular business reviews to discuss performance and ensure customer is both achieving and recognizing the outcomes

Support revenue retention and new business growth through advocacy and reference-ability  

Create a company-wide culture of Customer Success by meeting with key stakeholders in all areas of the business but most specifically sales, product and marketing to ensure feedback loops and alignment on definitions of ideal customer profiles

Qualifications:

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

Excellent communication, presentation, and problem-solving skills 

COMPLY is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.