Customer Success Manager

Gain Compliance; Des Moines (IA); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Flexible work environment

Top-tier benefits

Job summary

Gain Compliance in Des Moines is seeking a Customer Success Manager to lead onboarding, support, and long-term success for a growing customer portfolio. You will be the primary contact, ensuring customers realize value and achieve successful regulatory filings.

You will collaborate across Product, Engineering, and Compliance teams, deliver training, monitor usage and health, support renewals and expansion, and advocate for customers to drive a best-in-class experience.

Qualifications

• Excellent written, verbal, and presentation communication skills.
• Strong relationship-building and customer-facing discovery and presentation skills.
• Exceptional organization and project management skills with the ability to manage multiple priorities and deadlines.
• Analytical mindset with the ability to interpret customer data, identify trends, and make proactive recommendations.
• Comfortable learning new software and troubleshooting technical challenges.
• Experience using CRM systems to manage customer relationships and account health.
• Collaborative mindset with experience working cross-functionally across multiple teams.
• Self-motivated, adaptable, and comfortable working in a dynamic startup environment.

Responsibilities

• Own onboarding and implementation projects per customer requirements and timelines.
• Manage multiple document setup efforts and regulatory filing preparation during onboarding.
• Conduct discovery conversations to understand each customer’s processes and success criteria.
• Deliver engaging customer training sessions to build proficiency with Gain Compliance’s products.
• Develop customer success plans for long-term value and success.

Skills

Communication skills

Relationship building

Project management

Analytical thinking

CRM experience

Cross-functional collaboration

Tools

CRM software

Job description

The Customer Success Manager owns the onboarding, support, and long-term success of Gain Compliance customers throughout their entire customer journey. This individual serves as the primary point of contact for their assigned portfolio of customers, ensuring they receive exceptional service, maximize the value of Gain Compliance’s products, and achieve successful regulatory filing outcomes.

The ideal candidate is relationship-oriented, highly organized, an excellent communicator, and passionate about helping customers succeed. They enjoy solving complex problems, educating customers, and partnering across teams to continuously improve the customer experience.

Customer Onboarding & Training

• Lead customer onboarding and implementation projects according to customer-specific requirements and timelines.
• Multi task by managing multiple document setup efforts and regulatory filing preparation during onboarding.
• Conduct discovery conversations to understand each customer’s unique business processes and success criteria.
• Deliver engaging customer training sessions that build confidence and proficiency with Gain Compliance’s products.
• Develop customer success plans that establish a strong foundation for long-term customer success.

Customer Success & Relationship Management

• Build trusted relationships with customers by serving as their primary advisor and advocate.
• Conduct regular customer check-ins and success reviews to ensure customers continue to realize value from Gain Compliance’s solutions.
• Monitor customer health, product usage, and engagement to proactively identify opportunities and potential risks.
• Recommend best practices, workflows, and product capabilities that help customers achieve their business objectives.
• Partner with customers and cross teams to support successful renewals and identify opportunities for account growth.
• Respond promptly and professionally to customer questions and support requests.
• Champion an exceptional customer experience through responsiveness, ownership, and follow-through.

Product Expertise & Customer Advocacy

• Develop deep expertise in Gain Compliance’s products, regulatory filings, and customer workflows.
• Educate customers on new product capabilities and encourage adoption of features that improve efficiency and filing success.
• Naturally curious. Help gather customer feedback and collaborate with Product, Engineering, and Compliance teams in discovery initiatives to improve products and the overall customer experience.
• Communicate customer feedback, product enhancement requests, and emerging trends to internal stakeholders.
• Support successful product launches and customer communications related to new functionality and regulatory updates.

Customer Monitoring & Documentation

• Maintain accurate and detailed customer records within the CRM system, including customer health, engagement, support history, and success milestones.
• Track customer activity and identify trends that may impact customer success, retention, or expansion opportunities.
• Document customer goals, action plans, and important account insights to ensure continuity across the customer lifecycle.

Desired Skills & Qualifications

• Excellent written, verbal, and presentation communication skills.
• Strong relationship-building and customer-facing discovery and presentation skills
• Exceptional organization and project management skills with the ability to manage multiple priorities and deadlines.
• Analytical mindset with the ability to interpret customer data, identify trends, and make proactive recommendations.
• Comfortable learning new software and troubleshooting technical challenges.
• Experience using CRM systems to manage customer relationships and account health.
• Collaborative mindset with experience working cross-functionally across multiple teams.
• Self-motivated, adaptable, and comfortable working in a dynamic startup environment.

Located in downtown Des Moines, Gain Compliance has a product-first culture and is building a best-in-class team to leverage the latest technologies and best practices to solve challenging problems. We are committed to a creative, customer-led approach to product development.

We are a small startup with a lot of opportunities and minimal boundaries.

In addition to the satisfaction (and upside) of joining a successful company in its early stages, we offer a flexible work environment and top-tier benefits.