Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to help us build our SaaS-based anti-money laundering solutions, which empower organisations 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 Senior Customer Success Manager, you will 

• Manage a portfolio of strategic customers, from onboarding to training to adoption and beyond 
• Be the dedicated contact and own the overall relationship with your clients 
• Ensure that an 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:

• Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
• Be comfortable working with C-Suite stakeholders, to understand their objectives and align our solutions to meet their needs
• Understand your client’s business and drive value towards positive business outcomes 
• Politely and confidently handle objections from clients, working collaboratively towards mutually beneficial outcomes 
• An interest in technology and a basic grasp of tools like APIs and cloud platforms will go a long way here.
• 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 to promote work-life balance and well-being
• Annual learning budget to support professional growth
• Budget to set up your home office upon joining 
• Enhanced parental leave and childcare benefits
• Life insurance and medical coverage through BUPA, including pre-existing conditions
• Pension contribution through The People's Pension