Customer Success Manager

Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. With more than 5,000 clients and hundreds of employees worldwide, Comply empowers Chief Compliance Officers and their teams to proactively manage regulatory obligations, mitigate risk, and scale with efficiency and confidence.

About the role

This position offers extensive exposure to our Product Management and Sales teams at all levels. If you excel in this role, there is potential for advancement, learning, and overall career development within the organization. As a Customer Success Manager, you’ll play a crucial role in building an excellent customer experience for thousands of Comply customers. You will support the creation and iteration of digital customer experiences and help roll out processes that automate the customer journey. Using data and technology, you will proactively educate and deliver value to our largest customer base. This role is ideal for someone with exceptional drive to execute and iterate on one-to-many customer experiences, a passion for helping customers, an analytical mindset, and strong writing skills.

Responsibilities

• Embrace Comply’s value proposition and relate it to the strategic goals of our clients; provide support, actionable advice, and useful content to drive impact
• Guide the customer lifecycle with a focus on product adoption to deepen value realization
• Analyze and interpret data to initiate proactive solutions for impact and implementation
• Monitor and report on key metrics, milestones, and client NPS; analyze trends to assess client health throughout the journey
• Develop deep knowledge of Comply products and services and how they align with specific client goals
• Proactively inform leadership and account teams of lifecycle risks and opportunities; project manage solutions when risks arise
• Prioritize outreach efforts to mitigate churn and position for expansion or growth
• Act as a customer advocate by providing product and process feedback to management and internal teams
• Partner with Customer Education to produce high-quality resources supporting client goals and value realization
• Conduct engaging presentations for client groups, including webinars, office hours, and optimization calls
• Participate in team projects that support departmental goals and initiatives
• Serve as an innovative and collaborative thought leader, continuously assessing team support and determining new strategies to drive implementation, usage, and value realization

Qualifications

• 2+ years of experience in a customer-facing role (account management, support, or project management) for a software company
• Experience with CX or analytics platforms
• Proficiency with tools such as Slack, Microsoft Product Suite (Outlook, PowerPoint, Excel)
• Comfortability using and learning new software, including spreadsheets, CRM, email marketing, support, automation, productivity, and presentation tools
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
• Strong analytical skills to make connections and demonstrate deep-level thinking
• Ability to prioritize, multi-task, and perform effectively under pressure
• Exceptional communication and presentation skills (both written and verbal)
• Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support) to provide Voice of the Customer
• Experience building, analyzing, and interpreting customer data to influence stakeholder decision-making
• Understanding of or experience in the financial services industry
• Demonstrated ability to grasp complex topics and communicate them succinctly at varying levels of complexity

Pay

The all-in total compensation for this role is $66,000 to $82,500, specific to the United States. The base salary range is $60,000 to $75,000 per year, plus applicable bonus and benefit offerings. Compensation decisions consider a wide range of factors, including skill sets, training, licensure, certification, and experience.

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