Scale Customer Success Manager

 This position has high expectations as you will have 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 Scale Customer Success Manager, you’ll play a crucial role in building programs and content that support and nurture thousands of COMPLY customers. A Scale CSM will be instrumental in creating a best-in-class customer experience that evolves with both the business and the customer. These customers represent not only a major percentage of revenue, but also a great potential for growth. 

Scale CSM’s manage a higher volume of customers using a team-based approach and leveraging data-driven programs to support customers with timely and relevant resources throughout their journey. The Scale CSM role is a perfect role for someone who has an exceptional drive to execute and iterate on programs, loves helping customers, has an analytical mindset, and is a strong writer. You'll own digital customer engagement strategies and build the programs and processes that automate the customer journey of our customers. You'll leverage tools and technology to deliver email campaigns, in-app assistance, custom training webinars, and other forms of new content to target specific customer groups with automated out reach. A Scale CSM will thrive using analytics to prioritize in an ambiguous environment.  

This is a great opportunity to gain experience in a fast-paced software company that provides tools and services to compliance teams at financial institutions around the world. 

Responsibilities:

• Define, develop, and deliver content and programs aimed at helping customers adopt COMPLY products/services and prevent churn  
• Test and iterate on Scale content program ideas and track results based on positive business outcomes 
• Identify trends for common customer challenges and actively suggest ways to address them 
• Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities 
• Quickly identify risks to long-term customer retention and employ strategies to remove roadblocks and deliver success 
• Use Totango(our Customer Success platform) to monitor overall customer usage data, health indicators, and renewal dates to inform segment-specific success programs 
• Understand the entire customer experience, putting customers’ needs first and helping us evolve digital engagement strategies across the customer journey as needed 
• Find new opportunities to implement Scale programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format 
• Engage 1:1 with customers as needed at critical points in the customer journey to ensure adoption 

Preferred Qualifications & Skills:

• 2+ years of experience in a customer-facing role (account management, support, or project management experience) for a software company 
• Experience in CX or analytics platforms 
• Proficient with tools such as Slack, Microsoft Product Suite (Outlook, PowerPoint, Excel) 
• Comfortability using and learning new software — spreadsheets, CRM, email marketing, support, automation, productivity, and presentation software are all part of your toolbelt 
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail 
• Ability to analyze information, 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 with building, analyzing, and interpreting customer data to influence stakeholder decision-making 
• Experience in/understanding of financial services industry 
• Demonstrated ability to grasp complex topics and succinctly communicate these topics at levels of varying complexity based on audience 

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. COMPLY offers a wide range of company perks including: - Comprehensive medical, dental and vision insurance at little to no cost starting on day one - 401k with a company match - Supplemental benefits at a discounted rate including home, auto and pet insurance - Unlimited PTO - Professional Development reimbursements - Remote opportunties available for most positions - Time to get together in person for company happy hours, team offsites and more Applicants must be authorized to work for any employter 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 the 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.

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.

COMPLY offers a wide range of company perks including:

- Comprehensive medical, dental and vision insurance at little to no cost starting on day one

- 401k with a company match

- Supplemental benefits at a discounted rate including home, auto and pet insurance

- Unlimited PTO

- Professional Development reimbursements

- Remote opportunties available for most positions

- Time to get together in person for company happy hours, team offsites and more

Applicants must be authorized to work for any employter 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 the 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.