Customer Success Manager
Compliancy Group · New York, NY · 2 mo ago
On-siteCustomer Service$75k–$82k/yrFull-time
What you will do
- Serve as the primary point of contact for a pooled portfolio of core accounts, focusing on retention, platform adoption, and customer satisfaction.
- Drive proactive, repeatable engagement across your book so clients understand the platform, use it consistently, and see the value before renewal conversations begin.
- Monitor account health and act early when engagement or satisfaction signals warrant attention.
- Partner with Sales when expansion opportunities arise; while growth is not your primary responsibility, there are financial incentives to surface the right moments.
- Work closely with Finance to resolve payment disputes, escalations, and account issues in a timely and professional way.
- Collaborate with Support and Product to advocate for customer needs and contribute to process improvements that make the whole CX team stronger.
- Direct clients to the right resources and channels for commercial conversations, without owning sales activities yourself.
What we are looking for
- 2 or more years in Customer Success, Account Management, Client Services, or a related customer-facing role.
- Strong organizational skills: you can manage a high volume of accounts and still give each one a consistent, thoughtful experience.
- Excellent communication and relationship-building skills, with a genuine customer-first mindset.
- Goal-oriented, particularly around retention and satisfaction targets.
- Comfortable collaborating across teams including Finance, Product, and Support.
- Experience in a subscription-based or SaaS business model is preferred.
- Background in healthcare or healthcare compliance is a plus.
- Bachelor's degree or equivalent professional experience welcomed.
Compliancy Group offers
- Competitive base salary plus performance bonus tied to gross retention rate, with additional financial incentives for surfacing expansion opportunities to the sales team.
- Extensive onboarding and ongoing professional development focused on the platform, the compliance landscape, and the customer success motion.
- Comprehensive benefits including medical, dental, vision, 401(k) with company match, and generous PTO.
- A transparent, collaborative culture that takes customer impact seriously and invests in the people who deliver it.
Pay
Salary: $75,000-$82,000/year
Schedule
Remote, USA