Scale Customer Success Manager

Scale Customer Success Manager

We are COMPLY. For compliance people. COMPLY is the leading global provider of comprehensive regulatory compliance software and solutions for the financial services sector. Our OneCOMPLY platform provides an all-in-one approach to address firm and employee compliance requirements through a configurable and scalable software-as-a-service (SaaS) platform coupled with expert consulting services.

COMPLY serves thousands of financial services clients including Broker Dealers, Investment Banks, Private Funds, RIAs, and Wealth Managers who rely on COMPLY to power their compliance programs.

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 an excellent customer experience for thousands of Comply customers. A Scale CSM will be instrumental in supporting the build of programs, content and experience that drive adoption and value for our customers. These customers represent not only a major percentage of revenue, but also great potential growth for the business.

Scale CSMs manage a higher volume of customers using a team-based approach and leverage data-driven programs to support customers with the right touch at the right time. The Scale CSM role is a perfect role for someone who has exceptional drive to execute and iterate on one-to-many customer experiences, loves helping customers, has an analytical mindset and is a strong writer. You will support the creation and iterate of our digital customer experience and help roll out processes that automate the customer journey. You will leverage data and technology to be proactive in educating and delivering value to our largest customer base. A Scale CSM will thrive by having ownership over the customer experience and use analytics to drive decision making.

Responsibilities:

• Embrace the COMPLY's value proposition and how it relates to the strategic goals of our clients; provide support, actionable advice, and useful content to drive impact
• Dynamic guidance of the customer lifecycle, with a heavy emphasis on product adoption, to deepen value realization
• Analyze and interpret data as it relates to impact and implementation to initiate proactive solutions
• Closely monitor and report on key metrics, milestones, and client NPS; analyze trends to monitor client health throughout the client journey
• Establish deep knowledge of COMPLY products and services and how each relates to specific client goals
• Proactively inform leadership and account team partners of lifecycle risks & opportunities; when risk surfaces, project manage solutions-focused resolutions
• Prioritize outreach efforts to mitigate churn and position for expansion/growth
• Partner as a customer advocate by providing product and process feedback to management and/or internal teams as necessary
• Partner with Customer Education to produce high-quality, professional resources to support clients goals and value realization
• Conduct engaging presentations for client groups, including webinars, office hours, optimization calls, etc.
• Participate in team projects that support goals and initiatives of the department
• Be an innovative and collaborative thought leader, continuously assessing team support for all clients and determining new strategies or services that will better drive COMPLY, implementation, usage and value realization.

Qualifications:

• 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 opportunities 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 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 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.