Customer Success Manager

About the role

As a Dedicated Customer Success Manager at EQS, you will own a focused portfolio of mid-market Compliance & Ethics accounts ($50K–$250K ARR), serving as their primary strategic partner throughout the customer lifecycle. You'll build deep relationships with compliance officers, legal teams, and business stakeholders to drive adoption, demonstrate measurable value, and identify expansion opportunities aligned with evolving regulatory requirements.

Responsibilities

• Own 30–50 strategic accounts with personalized engagement plans and quarterly business reviews
• Develop a deep understanding of each customer's compliance framework, regulatory obligations, and organizational structure
• Lead executive-level conversations with Chief Compliance Officers, General Counsel, and Risk leaders
• Design and execute success plans that align product capabilities with customer compliance objectives
• Drive product adoption across multiple stakeholder groups and business units
• Establish success metrics (utilization, case resolution time, program maturity) and track progress against goals
• Conduct advanced training sessions, workshops, and webinars tailored to customer needs
• Guide customers through regulatory changes (EU Whistleblower Directive, SOX compliance, ESG reporting) and help them adapt their programs accordingly
• Identify upsell and cross-sell opportunities based on customer maturity and emerging needs
• Collaborate with Sales to develop expansion proposals and close growth opportunities
• Lead contract renewals with strategic negotiation and multi-year commitment discussions
• Achie net retention targets of 110%+ through expansion and retention excellence
• Monitor health scores, usage trends, and engagement signals to identify at-risk accounts
• Develop and execute save plans in partnership with leadership and cross-functional teams
• Serve as the voice of the customer internally, influencing product roadmap and go-to-market strategies
• Escalate and resolve complex technical or commercial issues with urgency

Requirements

• 3-5+ years of experience in Customer Success, Account Management, or Strategic Consulting within B2B SaaS
• Proventrack recordmanaging dedicated account portfolios with measurable retention and expansion results
• Strong executive presence and ability to facilitate strategic business conversations
• Experience delivering ROI analysis, business case development, and quarterly business reviews
• Proficiency with Salesforce, Gainsight (or similar CSM platforms), and data analysis tools
• Deep understanding of SaaS metrics: NRR, GRR, logo retention, product adoption, time-to-value

Preferred Attributes

• Experience in compliance, legal tech, risk management, or regulatory software solutions
• Knowledge of corporate governance frameworks (SOX, GDPR, whistleblower protection laws)
• Demonstrated ability to influence without authority and lead cross-functional initiatives
• Experience managing complex renewals and multi-stakeholder buying committees
• Alignment with EQS values of Trust, Drive, Responsibility, Transparency, and Innovation

Benefits

You will be eligible for an extensive benefits package at EQS USA, including health/dental/vision/life insurance, 401k plan, FSA, and many more.

Pay

The expected base salary range for this role is $80,000 to $95,000 USD, depending on experience, skills, and qualifications. This role is also eligible for a variable bonus or incentive plan, based on individual and company performance.

Schedule

This role offers a hybrid schedule with 2+ days/week in-office.

About EQS Group

EQS Group is a leading international cloud software provider in the areas of Compliance & Ethics, Data Privacy, Sustainability Management, and Investor Relations. We help thousands of companies worldwide to cultivate trust by simplifying complex processes, ensuring transparency, and enabling clear communication with stakeholders. Our success is built on our people. We bring together talented individuals who care about doing meaningful work, take pride in what they do, and support one another to achieve more together. We believe passion and trust aren’t just values — they’re at the core of how we operate, every day. Our mission is to Create Trusted Companies. If you share our passion for our mission, we’d love to have you help us turn it into reality.

Our Culture

We count. A trustworthy environment for continuous self-improvement. Personal development goals, with time and guidance on achieving them, along with regular feedback from your team lead and access to internal and external training. We support you in setting yourself up for success. We live our values every day. A high degree of personal responsibility. You can take ownership of a wide range of tasks, explore the areas you like working in, and find your way to make an impact. Great atmosphere. We cultivate a dynamic culture where shared goals bring us together. From unforgettable company events to volunteering initiatives, we inspire and empower each other to make a positive impact.

Equal Opportunity Employer

We are proud to be an equal opportunity employer and encourage individuals from diverse backgrounds to apply.

Company Website

For more information, visit EQS Group.