Customer Success Manager

Shield is a global startup with offices in TLV, NYC, LDN, and LIS. We’re growing and looking for another important piece of the puzzle. As a strategic advisor to Shield’s customers, you will guide them to achieve measurable business outcomes and maximize the value of the Shield platform. You will help customers translate compliance goals into real results—driving risk reduction, operational efficiency, and regulatory confidence.

About the role

This position is based in New York and reports to the Director Delivery of Customer Success. You will act as the strategic owner of customer health and a trusted advisor to Shield’s enterprise customers, ensuring they realize measurable value and long-term success with the platform.

Responsibilities

• Champion the Customer Voice – Represent customer needs across Product, R&D, and Operations to maximize value and influence roadmap priorities.
• Own Customer Health – Monitor and communicate health metrics, proactively addressing risks to satisfaction, adoption, and renewal.
• Drive Renewals & Expansions – Lead the end-to-end process for straightforward renewals and identify expansion opportunities, partnering with Sales on complex deals to secure growth.
• Support & Escalation Visibility – Track and clearly reflect the status of critical support issues and escalations, ensuring customers and internal teams remain aligned on progress and resolution.
• Executive Engagement – Build trusted advisor relationships with decision makers, champions, and economic buyers, guiding them on best practices to manage risk and achieve compliance goals.
• Value Delivery – Lead Quarterly Business Reviews and customer training sessions focused on outcomes, renewal readiness, and expansion opportunities.
• Strategic Planning – Collaborate with internal teams and customer stakeholders to create a Mutual Success Plan with clear objectives, success metrics, and next steps.
• Product Expertise – Maintain a strong understanding of Shield’s product and roadmap to guide customers on leveraging the most relevant features for their evolving requirements.

Requirements

• 5+ years of customer advocacy and engagement experience in an Enterprise SaaS customer success team working with Fortune 100 companies and their executives.
• Experience owning a book of business of 4-6 Strategic customer accounts.
• Proven ability to increase customer satisfaction, adoption, and retention for a technical product.
• A fast learner who is naturally curious and thrives in a fast-paced and dynamic work environment.
• Experience with the finance industry or managing customers from the finance industry (advantage).

Pay

The base salary for this role is between $130,000 USD - $155,000 USD plus bonus. The salary will be dependent upon many factors, including your experience level, skill set, and market knowledge.

About Shield

Shield is the industry’s most comprehensive digital communications governance and archiving solution, purpose-built for financial institutions. Named a Visionary by Gartner, Shield’s platform blends AI innovation with deep regulatory expertise to simplify compliance, strengthen security, and unlock efficiency. Trusted by leading global financial institutions, Shield works closely with its partners to help compliance teams uncover hidden risks, prevent financial crimes, and protect both people and markets.

With operations across key financial hubs worldwide, we support customers wherever they operate, navigating complex regulatory environments with confidence. At our core, we’re focused on building trust: protecting market integrity and creating a world where communication is understood and accountable. Our work has been recognized by industry leaders and analysts, including Deloitte Fast 500, Dun & Bradstreet’s Top 20 Companies, Regulation Asia Awards, and RegTech Insight Awards Europe—reflecting our impact, growth, and commitment to excellence.