Customer Success Manager – Compliance

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

📋 Description

• Oversee designated customer relationships and guarantee the utmost level of service.

• Promote adoption, engagement, and satisfaction with SAI360 products and services through proactive customer interaction and structured touchpoints.

• Acquire expertise in SAI360 products and inform customers about product functionalities, advantages, and best practices.

• Establish and sustain cross-functional relationships within SAI360, with partners, and with other key stakeholders.

• Comprehend customer Ethics & Compliance business needs and suggest ongoing program enhancements.

• Act as the primary liaison for service delivery and customer training.

• Facilitate communication between customers and internal teams for issue resolution and escalation management.

• Support customers with Ethics & Compliance program strategies, curriculum development, communications, and implementation plans.

• Manage customer programs through continuous collaboration and operational reviews.

• Ensure effective onboarding, delivery, adoption, and usage of purchased products and services.

• Advocate for customer requests and prioritize customer interests in product and service planning.

• Foster long-term customer relationships through strategic communication and effective issue resolution.

• Monitor and report on customer initiatives in Salesforce and track program utilization.

• Collaborate with internal teams to provide customer solutions in accordance with agreed scope and timelines.

• Work alongside Account Managers to assist with renewals and identify upsell and cross-sell opportunities.

• Engage in ongoing customer operational reviews.

• Aid in the retention and support of at-risk customer accounts.

• Travel to key customer locations for relationship development, gap analyses, program usage reviews, and value-driven discussions, approximately 10% travel required.

• Complete additional projects and responsibilities as assigned.

⛳️ Requirements

• A degree from an accredited four-year college or university is highly preferred but not mandatory.

• Minimum of 5 years of experience in a consultative customer-facing position, ideally within technology or SaaS organizations.

• Familiarity or general understanding of Business Ethics and/or Governance, Risk, and Compliance (GRC) challenges and solutions in corporate settings.

• Experience with Microsoft 365, Salesforce or other CRM systems, Zendesk, and remote meeting platforms such as Microsoft Teams and Zoom.

• Technical proficiency in SQL queries and Power BI is advantageous but not essential.

• Exceptional interpersonal, written, and verbal communication abilities.

• Capability to present solutions and influence stakeholders with professionalism and credibility.

• Ability to work both independently and collaboratively in a remote work environment.

• Demonstrated ability to cultivate strong internal and external relationships that facilitate seamless customer service delivery.

• Customer-centric approach with a strong dedication to customer success.

• Strategic thinker with robust account management capabilities.

• Positive outlook with a passion for innovation and ongoing improvement.

• Self-motivated with strong initiative, ownership, and accountability.

🏝️ Benefits

• PTO leave

• Quarterly wellness days

• EAP program

• Healthcare benefits

• Bonus incentives

• 401(k) match

• Pet insurance

• FSA account

• Remote-first hiring strategy