Customer Success Team Manager

ACAMS; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

ACAMS seeks a Customer Success Team Manager to lead day-to-day operations within the Global Customer Success team. This role involves managing customer portfolios, enhancing operational effectiveness, and ensuring excellent service delivery. The ideal candidate will have a strong background in customer service and team leadership, with a focus on exceeding customer expectations.

Qualifications

• 7+ years of experience with 5+ years leading support functions.
• Strong stakeholder management and project management skills.
• Fluent in written and spoken English; additional languages preferred.

Responsibilities

• Manage customer portfolios and develop customer-specific roadmaps.
• Lead and motivate Customer Success teams to deliver excellent service.
• Contribute to global projects/products as a team member or work stream lead.

Skills

Customer service orientation

Stakeholder management

Project management

Problem-solving

Proactive attitude

Education

Bachelor’s degree in Business or IT-related field

Tools

Salesforce Sales/Service Cloud

Excel

MS Visio

Power BI

Job description

Join to apply for the Customer Success Team Manager role at ACAMS

Get AI-powered advice on this job and more exclusive features.

Who We Are

ACAMS is a leading international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 100,000 members across 180 jurisdictions, ACAMS is committed to the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold-standard qualification for AFC professionals, while its CGSS and CCAS certifications are for sanctions professionals and AFC practitioners working in the crypto space, respectively. ACAMS’ 60+ Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.

Opportunity at a Glance

Reporting to the Sr. Director, the Manager is a member of the Global Customer Success team responsible for managing day-to-day customer success operations in the region and instituting processes & systems that provide effective internal management.

This person will work closely with various regional & global teams including sales, marketing, product, and events, along with global counterparts to execute customer deliverables, improve operational effectiveness, and create processes and systems to support high growth.

The Manager will have direct responsibility for managing, developing, and providing day-to-day leadership and oversight to regional Customer Success Operations teams.

Responsibilities

1. Manage Customer Portfolios:
   • Understand ACAMS customers' strategic objectives and develop customer-specific roadmaps to achieve portfolio deliverables.
   • Create, execute, and update customer success roadmaps and deliverables for regional customer portfolios (team and individual).
   • Drive customer advocacy and loyalty through successful onboarding, issue resolution, and proactive relationship management.
   • Conduct analysis to propose solutions to measure and improve KPIs like retention, utilization, upsell opportunities, experience & NPS.
2. Customer and Event Operations:
   • Manage and ensure all customer, sales, and partnership cases (call or email) are resolved within defined KPIs (SLA, Quality, Customer Satisfaction) while providing excellent service.
   • Ensure all event operations (in-person and virtual) are completed as per timelines.
   • Manage team capacity to meet deliverables and improve key customer and service KPIs.
   • Build and maintain departmental standards and practices responsive to business needs.
3. Projects and Process Management:
   • Lead and implement global Service Operations priorities.
   • Contribute to global projects/products as a team member or work stream lead, owning requirements and solutions for regional locations.
   • Map, document, and review key business processes regularly.
   • Establish standards for quality, accuracy, and timeliness.
4. Team and Process Management:
   • Lead and motivate Customer Success teams to deliver excellent service and foster a high-performance culture.
   • Identify and implement actions to improve engagement & enablement scores.
   • Coordinate with HR for staff recruitment, onboarding, off-boarding, and training.
   • Manage operational tasks and projects as assigned.

Qualifications and Experience

• Bachelor’s degree in Business or IT-related field.
• 7+ years of experience with 5+ years leading support functions across regions.
• Ability to set up and manage diverse team structures to improve customer experience and efficiency.
• Customer service orientation with a desire to exceed expectations and motivate teams.
• Proactive attitude to meet and exceed goals.
• Experience with Salesforce Sales/Service Cloud preferred.
• Strong stakeholder management, project management, and influencing skills; knowledge of Lean and Business Process Management techniques.
• Proficiency with applications like Excel, MS Visio, Power BI, and reporting tools.
• Fluent in written and spoken English; additional European or global languages preferred.
• Good numeracy and problem-solving skills.

EEO Statement

We are proud to be an EEO employer M/F/D/V. ACAMS values diversity and inclusion and maintains a drug-free workplace.