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About the role
Key responsibilities & impact- Serve as the primary liaison between anecdotes and our customers, ensuring seamless communication, coordination, and partnership across all interactions.
- Act as a trusted advisor to customers as they modernize and scale their GRC programs using the anecdotes platform, providing best practices, industry insights, and strategic guidance.
- Develop a deep understanding of each customer’s goals, workflows, compliance requirements, and product configuration to continually deliver measurable value and drive ongoing engagement.
- Monitor customer health, product usage, and sentiment to detect risks early, drive proactive engagement, and improve satisfaction and retention.
- Lead Executive Business Reviews (EBRs/QBRs) that highlight ROI, adoption trends, maturity progress, and alignment on forward-looking strategies.
- Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs, quickly resolve challenges, and provide feedback that informs product roadmaps and customer-centric improvements.
- Manage value realization and lead the process for renewals and expansions, ensuring alignment on outcomes while driving successful negotiations that support long-term partnership growth.
- Maintain accurate documentation, account plans, customer insights, and health indicators across internal systems (CRM and CS platform) to support effective account management.
Requirements
What you’ll need- 3+ years in Customer Success or Account Management in a SaaS or technical product environment.
- Proven ability to manage customer relationships simultaneously, with strong retention results of enterprise customers
- Demonstrated technical aptitude and are comfortable navigating data-driven platforms, integrations, and workflow logic.
- Understanding of GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and the ability to translate compliance concepts into actionable customer outcomes.
- Excellent communication and presentation skills; can influence both technical users and executive stakeholders.
- Analytical and problem-solving mindset; able to turn data into insight and action.
- Strong cross-functional collaboration skills (Product, Onboarding, Support, Sales).
Benefits
Comp & perks- Professional development opportunities
- Flexible working arrangements
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementSaaSGRC frameworksSOC 2ISO 27001NISTHIPAAdata-driven platformsworkflow logic
Soft Skills
communicationpresentationinfluenceanalytical mindsetproblem-solvingcross-functional collaborationcustomer relationship managementnegotiationstrategic guidancecustomer advocacy