COMPLY

Customer Success Manager

COMPLY

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Own a portfolio of strategic accounts and serve as the central point of contact for day-to-day inquiries
  • Proactively manage customer journeys from onboarding to renewal, ensuring continued alignment with business goals
  • Establish executive-level relationships with customer stakeholders to understand and influence broader organizational goals
  • 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
  • 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
  • Lead critical issue resolution across departments for strategic or at-risk accounts
  • Anticipate possible friction points in the customer journey and implement preemptive solutions
  • Champion systemic improvements by identifying recurring issues and influencing internal process enhancements
  • Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
  • Participate in internal account review meetings to align on customer strategies and success plans
  • Update and contribute to team documentation, knowledge bases, and process improvements
  • Partner with marketing on advocacy initiatives such as case studies and testimonials
  • Own the end-to-end renewal process, including forecasting, negotiation and close
  • Lead commercial conversations around value realization, upsells, cross-sells and expansion planning
  • Align with sales on account growth strategy and influence commercial outcomes by demonstrating impact
  • Prepare Quarterly Business Reviews and renewal discussions by consolidating relevant data and insights

Requirements

  • 3+ 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
  • Excellent communication, presentation, and problem-solving skills
Benefits
  • To learn more about our values, mission and the wide-range of perks offered to employees at Comply, visit https://www.comply.com/careers/.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementdata analysisperformance metricscustomer health scoresrenewal processupsellingcross-sellingnegotiationforecasting
Soft Skills
influencepersuasionnegotiationconsensus buildingempathyorganizational skillsproactive mindsetleadershipcommunicationproblem-solving