The Associate Customer Success Manager develops customer relationships to promote retention and loyalty, ensuring satisfaction and advocating for client needs through effective account management and collaboration with internal teams.
Who Are We:
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 across the globe, Comply empowers Chief Compliance Officers and their teams to proactively manage regulatory obligations, mitigate risk, and scale with efficiency and confidence.
Comply serves thousands of global financial services clients including broker-dealers, insurers, investment banks, private funds, RIAs, and wealth managers who rely on Comply offerings to power their compliance programs.
To learn more about Comply, visit comply.com
The Role
The Associate Customer Success Manager is passionate about developing customer relationships that promote retention and loyalty. Your role will be to work closely with customers to ensure they are satisfied with the services and to be an internal advocate for your book of business.
At Comply, our customers’ success is our success. We look to our Customer Success Managers to own driving value and outcomes for our customers in collaboration with our internal teams. This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Responsibilities:
- Customer Relationship Management
- Serve as the central point of contact for day-to-day inquiries
- Build active and meaningful relationships with customers by understanding their goals and advocating for their needs
- Identify and validate desired outcomes, flag potential roadblocks, and assist in creating client success plan
- Influence customer lifetime value through increased product adoption, satisfaction and overall health
- Deliver regular business reviews to ensure customers are achieving – and recognizing – their intended outcomes
- Support revenue retention and growth through customer advocacy and reference-ability
- Account Monitoring and Health Tracking
- Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities
- Use tools like Gainsight and Salesforce to manage customer health scores and maintain CRM data integrity
- Perform in-depth analysis of account performance metrics and proactively develop mitigation or growth strategies
- Generate report and insights related to account status, customer success plans and usage metrics
- Escalation and Resolution Efficiency
- Act as a liaison between the customer and internal support, product, or technical teams
- Ensure timely follow-up on product issues, support tickets and feature requests
- Document and escalate high-priority concerns to appropriate stakeholders for resolution
- Internal Collaboration
- Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
- Update and contribute to team documentation, knowledge bases, and process improvements
- Renewal and Expansion Support
- Assist and partner with the renewals team throughout contract lifecycle
- Help identify upsell and cross-sell opportunities based on customer behavior, business needs, and product usage data
Skills and Qualifications:
- 2+ years’ experience in a Customer Success or Account Management role
- Financial services or compliance experience a plus
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for customers AND passion for revenue and growth
- Demonstrated ability to manage and see projects through with customers
- Analytical, organized, process-oriented, and proactive mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
To learn more about our values, mission and the wide-range of perks offered to employees at Comply, visit https://www.comply.com/careers/.
Comply is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
Applicants must be authorized to work for any employer in the United States. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.
Comply is aware of scammers posing as Comply employees and extending job offers via direct messaging, texts and social media platforms. These are fraudulent and should be treated as such. To learn more about this, please review our Statement of Fraudulent Job Offers.
Top Skills
Gainsight
Salesforce
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