Senior Customer Success Manager

Who you are

You have 5+ years of experience in customer success or account management, ideally within a SaaS environment — you understand the importance of building strong relationships and ensuring customer satisfaction. You are a proactive communicator who can effectively manage multiple stakeholders and navigate complex organizational structures. You have a strong understanding of customer needs and can translate them into actionable insights for product development teams. You are skilled in onboarding new clients and ensuring they derive maximum value from the solutions provided. You are results-driven and have a track record of minimizing churn and driving renewals. You are comfortable with data and can leverage it to support your clients and inform your strategies.

Desirable

Experience in the financial services or compliance industry is a plus — you understand the challenges organizations face in combating financial crime. Familiarity with anti-money laundering solutions or related technologies would be beneficial. You are adaptable and can thrive in a fast-paced environment, always looking for ways to improve processes and enhance customer experiences.

What you'll do

As a Senior Customer Success Manager, you will manage a portfolio of strategic customers, guiding them from onboarding through to adoption and ongoing support. You will be the primary point of contact for your clients, ensuring they have a seamless experience with our platform. You will develop and implement an implementation plan for each new customer, collaborating with their technology and compliance teams to ensure successful onboarding. You will provide proactive support to help clients increase adoption and utilization of our solutions, addressing any queries they may have and coordinating with internal teams to resolve issues. You will also drive cross-sell and upsell opportunities, working closely with the sales and account management teams to expand contract revenue. Your insights will play a crucial role in shaping the product roadmap, as you will gather and relay customer feedback to the product development teams. You will support the rollout of new features, ensuring clients are informed and trained on the latest updates.

What we offer

At ComplyAdvantage, you will be part of a mission-driven team dedicated to creating a safer world by combating financial crime. We offer a collaborative work environment where your contributions will directly impact our clients and the effectiveness of our solutions. You will have opportunities for professional growth and development, as well as the chance to work with cutting-edge technology in the compliance space. We value diversity and encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to re-engineer compliance for the age of AI.