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Who Are We:
Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. With more than 5,000 clients and hundreds of employees across the globe, Comply empowers Chief Compliance Officers and their teams to proactively manage regulatory obligations, mitigate risk, and scale with efficiency and confidence.
Comply serves thousands of global financial services clients including broker-dealers, insurers, investment banks, private funds, RIAs, and wealth managers who rely on Comply offerings to power their compliance programs.
To learn more about Comply, visit comply.com
The Role
The Sr. Customer Success Manager is passionate about developing customer relationships that promote retention and loyalty. Your role will be to work closely with customers to ensure they are satisfied with the services and to be an internal advocate for your book of business.
At Comply, our customers’ success is our success. We look to our Customer Success Managers to own driving value and outcomes for our customers in collaboration with our internal teams. This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
This role requires the Senior Customer Success Manager to be based in the New York City area, with an expectation of working in the office two days per week
Responsibilities:
- Customer Relationship Management
- Own and manage a portfolio of high-impact, complex, or enterprise level accounts with full accountability for customer outcomes and satisfaction
- Build and maintain relationships with key executive stakeholders to align on product value with the customer’s strategic business goals
- Act as a trusted advisor and consultant, proactively shaping the customer’s success roadmap in aligned with their business objectives
- Lead customer engagement strategies across lifecycle stages, including onboarding, adoption and renewal
- Deliver regular business reviews to ensure customers are achieving – and recognizing – their intended outcomes
- Comfortable with up to 30% travel for client meetings and on-site engagements
- Account Monitoring and Health Tracking
- Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities
- Drive actionable insights using trend analysis and forecasting to anticipate churn, identify growth levers and influence strategic decisions
- Use tools like Gainsight, Staircase and Salesforce to manage customer health scores and maintain CRM data integrity
- Generate report and insights related to account status, customer success plans and usage metrics
- Escalation and Resolution Efficiency
- Own executive-level escalations for critical accounts, ensuring cross-function alignment and timely resolution of high-impact issues
- Develop escalation protocols and playbooks for the broader team to standardize risk response
- Anticipate possible friction points in the customer journey and implement preemptive solutions
- Serve as the internal advocate for customer-critical needs and help prioritize resolution efforts at the leadership level
- Internal Collaboration
- Act as a key voice of the customer in strategic planning sessions across product, marketing and leadership
- Collaborate with product teams to shape roadmap decisions based on aggregated and high-value insights
- Update and contribute to team documentation, knowledge bases, and process improvements
- Partner with marketing on advocacy initiatives such as case studies and testimonials
- Renewal and Expansion Support
- Fully own and forecast renewals with accountability of commercial outcomes
- Lead long-term strategic planning with customers to identify new use cases and areas for product expansion
- Facilitate executive-level QBRs focused on business value, ROI outcomes and future opportunities
- Identify and develop customer champions to drive influence, advocacy and long-term retention
Skills and Qualifications:
- 5+ 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
To learn more about our values, mission and the wide-range of perks offered to employees at Comply, visit https://www.comply.com/careers/.
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.
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 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.
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