COMPLY is the leading global provider of comprehensive regulatory compliance software and solutions for the financial services sector. Our OneCOMPLY™ platform provides an all-in-one approach to address firm and employee compliance requirements through a configurable and scalable software-as-a-service (SaaS) platform coupled with expert consulting services.

COMPLY serves thousands of financial services clients including Broker Dealers, Investment Banks, Private Funds, RIAs, and Wealth Managers who rely on COMPLY to power their compliance programs.

To learn more about COMPLY, visit COMPLY.com

The Role

The Customer 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:

Customer Relationship Management:
Own a portfolio of strategic accounts and serve as the central point of contact for day-to-day inquiries
Proactively manage customer journeys from onboarding to renewal, ensuring continued alignment with business goals
Establish executive-level relationships with customer stakeholders to understand and influence broader organizational goals
Influence customer lifetime value through increased product adoption, satisfaction and overall health
Deliver regular business reviews to ensure customers are achieving – and recognizing – their intended outcomes
Support revenue retention and growth through customer advocacy and reference-ability
Account Monitoring and Health Tracking:
Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities
Use tools like Gainsight and Salesforce to manage customer health scores and maintain CRM data integrity
Perform in-depth analysis of account performance metrics and proactively develop mitigation or growth strategies
Generate report and insights related to account status, customer success plans and usage metrics
Escalation and Resolution Efficiency
Lead critical issue resolution across departments for strategic or at-risk accounts
Anticipate possible friction points in the customer journey and implement preemptive solutions
Champion systemic improvements by identifying recurring issues and influencing internal process enhancements
Internal Collaboration:
Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
Participate in internal account review meetings to align on customer strategies and success plans
Update and contribute to team documentation, knowledge bases, and process improvements
Partner with marketing on advocacy initiatives such as case studies and testimonials
Renewal and Expansion Support:
Own the end-to-end renewal process, including forecasting, negotiation and close
Lead commercial conversations around value realization, upsells, cross-sells and expansion planning
Align with sales on account growth strategy and influence commercial outcomes by demonstrating impact
Prepare Quarterly Business Reviews and renewal discussions by consolidating relevant data and insights

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

To learn more about our values, mission and the wide-range of perks offered to employees at COMPLY, visit https://www.comply.com/careers/.

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.

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.

COMPLY is aware of scammers posing as COMPLY employees and extending job offers via direct messaging, texts and social media platforms. These are fraudulent and should be treated as such. To learn more about this, please review our Statement of Fraudulent Job Offers.

Apply now

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