Scale Customer Success Manager

We are COMPLY.

For compliance people.

We pride ourselves on being the champion for compliance professionals. Merging technology, consulting and education, we help clients navigate the ever-changing regulatory environment. We serve more than 7,000 clients globally, through our solutions including ComplySci, RIA in a Box, National Regulatory Service (NRS) and illumis. We are a high-growth organization and have been recognized with numerous awards including by Inc. 5000, Institutional Asset Manager Awards, Private Equity Wire Awards, and the Women in Data & Technology Awards.

COMPLY is made up of 350+ professionals worldwide. In the US alone, we have team members in 45 states. Employees of COMPLY have access to comprehensive benefits, unlimited PTO, paid bonding leave and 100% remote work flexibility with a WFH stipend.

Come join our team of talented innovators working together to forge the next generation of compliance.

To learn more about COMPLY, visit COMPLY.com.

As a Scale Customer Success Manager, you’ll play a crucial role in building programs and content that support and nurture thousands of COMPLY customers. A Scale CSM will be instrumental in creating a best-in-class customer experience that evolves with both the business and the customer. These customers representnot only a major percentage of revenue, but alsoa great potential for growth. 

Scale CSM’s manage a higher volume of customers using a team-based approach and leveraging data-driven programs to support customers with timely and relevant resources throughout their journey. The Scale CSM role is a perfect role for someone who has an exceptional drive to execute and iterate on programs, loves helping customers, has an analytical mindset, and is a strong writer.You’llown digital customer engagement strategies and build the programsand processes that automate the customer journey of our customers. You’llleverage tools and technology to deliver email campaigns, in-app assistance, custom training webinars, and other forms of new content to target specific customer groups with automated outreach.A Scale CSM will thrive using analytics to prioritize in an ambiguous environment.

This is a great opportunity to gain experience in a fast-paced software company that provides tools and services to compliance teams at financial institutions around the world. 

Responsibilities:

• Define, develop, and deliver content and programs aimed at helping customers adopt COMPLY products/services and prevent churn
• Test and iterate on Scale content program ideas and track results based on positive business outcomes 
• Identify trends for common customer challenges and actively suggest ways to address them 
• Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities 
• Quickly identify risks to long-term customer retention and employ strategies to remove roadblocks and deliver success 
• Use Totango(our Customer Success platform) to monitor overall customer usage data, health indicators, and renewal dates to inform segment-specific success programs 
• Understand the entire customer experience, putting customers’ needs first and helping us evolve digital engagement strategies across the customer journey as needed 
• Find new opportunities to implement Scale programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format 
• Engage 1:1 with customers as needed at critical points in the customer journey to ensure adoption 

Preferred Qualifications & Skills:

• 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.