Senior Customer Success Manager

What you will be doing:

We are looking for a Senior Customer Success Manager to help us build our SaaS-based anti-money laundering solutions, which empower organizations to fight financial crime! We are building cutting-edge solutions that help create a safer world and stop money from ending up in the hands of criminals. You will join the customer success team, where you will be charged with nurturing relationships with a portfolio of our customers. You will be a trusted advisor to our clients helping them to get the best results from using the platform while feeding back ideas to the product development teams.

As a Customer Success Manager, you will 

• Manage a portfolio of Market customers, from onboarding to training to adoption and beyond 
• Be the dedicated contact and own the overall relationship with your clients 
• Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
• Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal
• Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
• Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales/account management team
• Play a primary role in shaping the product roadmap based on customer feedback
• Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
• Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements
• Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers

About you:

As a Customer Success Manager, you will 

• Minimum of 5 years of experience in a customer-facing role, preferably in customer success, account management, or sales
• Proven track record of successfully managing and growing key client accounts, preferably in a B2B SaaS environment
• Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
• Possess a good understanding of technology with familiarity of concepts such as APIs and cloud solutions
• Be a proactive self-starter that is self-directed and able to solve problems and execute independently
• Have strong process management skills, you will be able to manage a varied workload with multiple deadlines 
• Possess strong relationship management skills and the ability to coordinate across teams and build consensus
• Ideally have previous project management experience and have worked in a start-up previously 

What’s in it for you?

• Equity as we want you to have a part of what we are building 
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• Hybrid working- We want you to strike a balance and be where you do your best work.  You will work with your manager to agree on what is best for you and your team
• Opportunity to work on innovative projects with smart like-minded people who are keen to share their knowledge and continuously improve
• Annual learning budget to drive your performance and career development
• Parental leave and childcare benefits
• Life Insurance to protect your loved ones 
• Medical (100%), Dental (90%), and Vision (80%) contribution
• Access to retail discounts (TriNet)
• Pre-Tax transit benefits

The base salary range for this role is $80,000 to $100,000 + bonus, equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills.