Enterprise Customer Success Manager

at  Comply

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 ROLE:

The Enterprise 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 Enterprise 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 improvements around processes and procedures (e.g, best practices, operating procedures, etc.), activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

ROLE RESPOSIBILITIES

• Build and manage active and long-term relationships and engagement with 10-15 Enterprise-level customers
• Understand the value proposition the COMPLY product provides to each client (i.e. why did they buy it and continue to use it), any threats (i.e. risk of cancellation), and our product strategy to proactively guide clients to the optimal solution
• Develop account business plans by working with customers to establish critical goals or other key performance indicators, and aid the customer in achieving their goals
• Provide product knowledge, support, and industry guidance to help customers effectively grow with our platform and meet their needs
• Engage with key stakeholders and a variety of personas, proactively perform regular business reviews to ensure the value of COMPLY is realized and confirmed
• Help manage customer expectations in line with their contract and our support model
• Support revenue retention and new business growth through advocacy and reference-ability
• Work collaboratively with internal stakeholders, specifically sales, product, and marketing to ensure customer feedback and ideas travel efficiently from the client to our teams

ROLE QUALIFICATIONS

• 5+ years’ experience in a Customer Success or Account Management role ideally managing large / enterprise clients
• Ability to mentor and guide fellow Customer Success Managers, fostering growth and collaboration within the team
• Financial services or compliance experience a plus
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ability to identify and manage multiple stakeholders
• 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 time management, communication, presentation, and problem-solving skills
• Proficiency in Saas technology and Microsoft Office