Customer Success Manager (Vancouver)

at  GeoComply

ABOUT GEOCOMPLY

We’re GeoComply! We are at the forefront of geolocation, cybersecurity, and anti-fraud innovation, developing and delivering cutting-edge technologies to help ensure regulatory compliance, combat bad online actors, alleviate user friction, and protect businesses from fraud.
Achieving significant business and revenue growth over the past three years and dubbed a tech “Unicorn,” GeoComply has been trusted by leading global brands and regulators for over ten years. Our compliance-grade geolocation technology solutions are installed on over 400 million devices and analyze over 12 billion transactions a year.
At the heart of it all is the people, united by a deep commitment to problem-solving and revolutionizing how people and businesses use the internet to instill confidence in every online interaction. With teams across five countries, three continents, and a global customer base, we have no plans to slow down.

COMMITMENT TO DIVERSITY AND EQUITY.

If you don’t tick every box in this job description, please don’t rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity rather than ticking boxes, so if this resonates with you, please apply.

DIVERSITY, EQUITY, AND INCLUSION ARE AT THE CORE OF WHO WE ARE

In collaboration with our team and external partners, we promote DEI in our recruitment and hiring practices; scholarships and financial aid; training and mentorship programs; employee benefits, and more.

LEARNING IS AT THE HEART OF OUR EMPLOYEE EXPERIENCE

At GeoComply, we foster an environment that empowers every employee to gain the knowledge and abilities needed to perform at their very best and help our organization grow. From a professional development budget to local training opportunities, knowledge-sharing sessions and more, we are continually investing in employee career growth and development.

THE ROLE

As a Customer Success Manager, you are at the front-lines of our business, leading the charge in building transformational relationships with our valued customers. In this role, you work to improve the Customer Experience for assigned accounts. You have the primary responsibility of developing and nurturing business and technical relationships with each of those customers, acting as their go-to advisor for removing blockers and optimizing the use of GeoComply’s products and services to drive business results. You also act as a key connection point between the customer and GeoComply, communicating customer feedback and insights to internal stakeholders to drive product innovation, operational improvements and continued customer centricity.

KEY RESPONSIBILITIES

• Cultivate and sustain business and technical relationships with customers to ensure long-term success through delivering value via our solutions.
• Act as the main point of contact and establish a trusted advisor relationship with key customer stakeholders.
• Continuously monitor customer health metrics, conducting regular check-ins, business reviews, and reporting.
• Work with the Integrations team to onboard new clients and handle aspects such as training, troubleshooting, and product demonstrations.
• Analyze data to identify opportunities for customer experience improvements and business growth.
• Coordinate all stakeholders to achieve customer goals and best performance metrics to deliver value.
• Advocate customer needs/issues cross-departmentally and coordinate with sales, product, and support teams.
• Proactively take ownership of customer issues and requests, removing blockers, leading troubleshooting and communicating solutions back to stakeholders.
• Maintain and update customer records in the CRM system.
• Identify and manage at-risk accounts and develop churn prevention strategies.
• Assist in the renewal process and identify upsell and cross-sell opportunities.
• Facilitate customer training after new product features are released or new products are offered.
• Conduct analytics to monitor the success and performance of implemented solutions.
• Prepare and coordinate Business Reviews to actively solve customer problems and ensure that they are maximizing their integration with GeoComply.
• Maintain a detailed understanding of the customers’ end products and user journey by evaluating and testing customer apps and monitoring customer app stores and reviews.
• Develop and maintain a thorough understanding of the company’s products, technologies and systems, processes and overall business requirements, the customer’s structure and use cases, and their laws/regulations and restrictions; continuously interact with colleagues, customers and regulatory bodies.
• Lead project management initiatives to facilitate seamless transitions for customers, including migrating customers from one environment to another and guiding customers through the process of rectifying technical issues stemming from integration errors.
• Any other duties and responsibilities as may be assigned to you by the company consistent with your position.

Our compensation reflects the cost of labor across several Global markets. The salary for this position ranges from $84,000/year up to $115,500/year. Pay is based on several factors evaluated throughout the interview, including market location, job-related knowledge, skills, and experience. At GeoComply, our salary bands are crafted with purpose. They testify to the diverse range of skills and experiences that fuel our success. In addition to our competitive salary package, we also offer the following personal and professional development benefits:

• Performance-based bonus
• Equity plans
• Paid vacation and sick days
• Extended health benefits
• Generous Learning & Development Allowance
• Sports and Physical Wellness budget (30% of L&D Allowance)
• Charitable and DEI initiatives
• Team-building event