Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop programs, content, and experiences that enhance customer engagement and value.

• Assist in refining the digital customer experience.

• Aid in the implementation of processes that automate the customer journey.

• Educate customers and proactively deliver value through data and technology.

• Offer support, actionable insights, and relevant content aligned with client strategic objectives.

• Steer the customer lifecycle with a focus on product adoption and value realization.

• Analyze data related to impact and implementation to promote proactive solutions.

• Track and report on metrics, milestones, client NPS, and trends in customer health.

• Develop knowledge of Comply products and services and their alignment with client goals.

• Update leadership and account-team partners regarding lifecycle risks and opportunities.

• Manage projects aimed at solutions-focused resolutions when risks arise.

• Prioritize outreach to reduce churn and facilitate expansion and growth.

• Advocate for customers by offering product and process feedback to internal teams.

• Collaborate with Customer Education to create professional resources for clients.

• Deliver presentations to client groups, including webinars, office hours, and optimization calls.

• Engage in team projects and departmental initiatives.

• Evaluate client support strategies and devise innovative methods to enhance implementation, usage, and value realization.

⛳️ Requirements

• 2+ years of experience in a customer-facing position within a software company, such as account management, support, or project management.

• Familiarity with CX or analytics platforms.

• Proficiency in Slack and the Microsoft Product Suite, including Outlook, PowerPoint, and Excel.

• Comfort with using and learning spreadsheets, CRM systems, email marketing, support, automation, productivity, and presentation software.

• Demonstrated ability to manage multiple projects concurrently while maintaining strict attention to detail.

• Ability to analyze information, make connections, and exhibit critical thinking.

• Capability to prioritize tasks, multitask, and perform effectively under pressure.

• Outstanding written, verbal, communication, and presentation abilities.

• Experience collaborating with cross-functional teams, including Marketing, Finance, Product, Sales, and Support.

• Experience in building, analyzing, and interpreting customer data to influence stakeholder decision-making.

• Background in or understanding of the financial services industry.

• Proven ability to comprehend complex topics and communicate them clearly at various levels of complexity.

• Applicants must be authorized to work for any employer in the United States.

• Comply is currently unable to sponsor or assume sponsorship of an employment visa.

🏝️ Benefits

• Applicable bonus and benefit offerings.

• A wide range of perks available to employees at Comply (specific perks can be found at comply.com/careers but are not listed in the posting).