Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the primary point of contact between anecdotes and our clients, facilitating smooth communication, coordination, and collaboration throughout all interactions.

• Serve as a trusted consultant to clients as they enhance and expand their GRC programs using the anecdotes platform, offering best practices, industry knowledge, and strategic advice.

• Gain a comprehensive understanding of each client's objectives, workflows, compliance obligations, and product configurations to consistently deliver measurable value and foster ongoing engagement.

• Track customer health, product utilization, and sentiment to identify risks early, encourage proactive involvement, and enhance satisfaction and retention.

• Conduct Executive Business Reviews (EBRs/QBRs) that emphasize ROI, adoption patterns, maturity advancements, and alignment on future strategies.

• Work collaboratively across departments with Product, Support, and Sales to champion customer needs, swiftly address challenges, and provide feedback that shapes product roadmaps and customer-focused enhancements.

• Oversee value realization and lead the renewal and expansion processes, ensuring alignment on outcomes while facilitating successful negotiations that promote long-term partnership growth.

• Keep precise documentation, account plans, customer insights, and health metrics across internal systems (CRM and CS platform) to enable effective account management.

⛳️ Requirements

• 3+ years of experience in Customer Success or Account Management within a SaaS or technical product setting.

• Proven capability to manage multiple customer relationships simultaneously, achieving strong retention rates with enterprise clients.

• Demonstrated technical proficiency and comfort with navigating data-driven platforms, integrations, and workflow logic.

• Familiarity with GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and the ability to convert compliance concepts into actionable outcomes for customers.

• Exceptional communication and presentation abilities; capable of influencing both technical users and executive stakeholders.

• Analytical and problem-solving orientation; adept at transforming data into insights and actionable steps.

• Strong skills in cross-functional collaboration (Product, Onboarding, Support, Sales).

🏝️ Benefits

• Opportunities for professional development

• Flexible working arrangements