Enterprise Customer Success Manager - NYC

We are currently seeking a hands-on, customer-obsessed Enterprise Customer Success Manager in the America's. The ideal candidate will have a strong background in customer success management, preferably in the enterprise software industry. As an ECSM, you will be responsible for owning the success and satisfaction of our enterprise customers. This involves building and maintaining relationships with key stakeholders, understanding their business objectives, and ensuring that our solutions align with their needs. You will play a crucial role in driving customer adoption, retention, and expansion.

As Enterprise Customer Success Manager, you will

• Manage all stages of large complex customer relationships:
• Own the ultimate success of your customers
• Identify the customer's business goals, and partner with the customer to establish and achieve a success plan that leads to business outcomes. 
• Own Adoption (it's all about project management, from the implementation all the way through to long-term usage)
• Building amazing client relationships by providing exceptional service
• Insight presentations (data analysis and interpretation) for clients and their executive teams
• Continuously improve delivery methodology programs
• Manage any key issues and risks

• Provide expert knowledge and support to our growing client base:
• Create broad and deep relationships in order to understand their success criteria and help tell the story of ComplyAdvantage’s value to their business 
• Working collaboratively with the rest of the Customer Success team to provide red-carpet support to our clients
• Engage Solution Engineers and Technical Business Analysts to provide solutions and guide customers through POCs; implementations and successfully transition into the production phase
• Make impactful and creative decisions: Find creative solutions to customer requests and provide customers an experience that they will love!
• Become an internal communications expert, by sharing industry best practices and driving the evolution of our product and platform functionality in collaboration with other departments such as Sales, Product, and Marketing

• Enterprise/SAAS clients:
• Proactively manage the delivery of ComplyAdvantage solutions with client and internal stakeholders
• Become a trusted advisor and proactively drive adoption and usage of our solutions, in order to maximize customer retention, support expansion and create Customer Advocacy. 
• Able to develop processes to scope out Enterprise Customer requirements correctly
• Guide customers through successful POCs and implementations
• Provide support to our customers in POCs, during integration and in production
• Build a methodology that delivers continuous results and measures success
• Work cross functionally to bring all necessary resources to the table to deliver success
• Provide customer support and solve issues in integration and production leveraging knowledge of product and interactions with Customer success, Engineering and solutions teams
• Identify and drive customer expansion opportunities (upsell and cross-sell), and create Account Plans with Account Executives and Sales Engineers to expand the footprint
• Identify risks to the customer achieving their stated business goals and work with the Sales, Product, and Success teams to build a risk mitigation plan

About you:

As Enterprise Customer Success Manager, you will have

• Experience in consulting or SaaS organization leading customer projects with demonstrated analytic and problem solving skills
• MBA or relevant Master's degree in business, technology or engineering is highly preferred 
• Previous Customer Success in enterprise and / or SaaS environment is a must
• Strong project/program management skills
• Technical acumen to allow effective articulation of Enterprise capabilities & offerings highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights from analysis
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Proven track record of resolving issues and risks in a cross functional and collaborative way
• Confidence, and you easily build relationships when working with your customers and internal partners
• Natural curiosity, eagerness to learn, and proactivity in sharing knowledge with others
• The ability to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.

What’s in it for you? 

• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• Annual learning budget to drive your performance and career development
• Budget to set up your home office upon joining
• Parental leave and childcare benefits
• Life Insurance to protect your loved ones
• Medical (100%), Dental (90%), and Vision (80%) contribution
• Flexible Spending Accounts (FSA) to allow you to use tax free dollars for healthcare or day care related expenses
• 401k Contribution
• Financial Perks (Support with student loan, PerkSpot discounts, Pet Insurance discounts, Travel assistance 
• Pre-Tax transit benefits

The base salary range for this role is $130,000 to $147,500 + bonus, equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills.