Customer Success Manager

Comply365; Irving (TX); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible work environment

Paid Holidays

401(k) plan

Comprehensive benefits package

Paid parental leave

Ample learning and development

Employee referral bonus

Job summary

Comply365 is seeking a Customer Success Manager to own post-sale relationships across our SaaS portfolio (TMS, SMS, OCM) and act as a trusted advisor. This hybrid role is based in Irving, TX, requiring 3 days per week in the office and regular cross-functional collaboration.

You will drive onboarding, adoption, and value realization while coordinating with Product, Support, and Account Management to deliver a seamless customer experience.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Services within a SaaS company.
• Experience managing B2B enterprise customers, ideally in regulated or operationally complex industries.
• Proven ability to manage multiple stakeholders across different departments and seniority levels.
• Excellent communicator with experience in customer presentations, capable of clear and concise communication with internal teams, managers, and customers.
• Exceptional at building customer relationships with a keen understanding of customer and cross-departmental needs.
• Quick learner, eager to develop, bring new ideas, and make swift decisions to overcome barriers.
• Experience with CRM and Customer Success tools (e.g., Salesforce, Gainsight, ChurnZero, or similar).
• Willing to travel internationally on a regular basis and hold a valid passport.

Responsibilities

• Serve as the primary post-implementation point of contact for assigned customers.
• Build long-term, executive-level relationships with business stakeholders.
• Understand customer business goals, regulatory environment, and operational challenges.
• Own the holistic success of customers across TMS, SMS, and OCM.
• Translate customer needs across product boundaries and ensure internal alignment.
• Coordinate with Product, Support, and Account Management to deliver a seamless experience.
• Drive onboarding success, feature adoption, and best-practice usage.
• Monitor customer health using qualitative and quantitative indicators.
• Identify churn risks early and execute mitigation plans.
• Identify opportunities for cross-sell, upsell, and expansion in collaboration with Sales.
• Support renewals by ensuring customers see measurable value prior to contract milestones.
• Educate customers on new features, modules, and platform enhancements.
• Capture customer feedback and relay insights to Product and Leadership.
• Identify trends across accounts that inform roadmap, enablement, or process improvements.
• Represent the customer perspective in internal planning discussions.

Skills

Customer Success

B2B Enterprise

Stakeholder Management

Excellent Communication

Relationship Building

CRM Tools

International Travel

Tools

Salesforce

Gainsight

ChurnZero

Job description

About Comply365

Comply365 is a leading provider of Operational Content Management, Safety Management, and Training Management in the highly regulated industries of Aviation, Defense, and Rail. We provide a powerful combination of expertise and products underpinned by unified best practices, empowering airlines, rail, and defense organizations with the most comprehensive product portfolio to elevate operational excellence, and transform safety management and training, with closer integration of data across these domains. Comply365 ensures our customers' teams and assets are always geared for peak operational performance and unlocks unparalleled financial and operational gains through more streamlined, robust, and agile operations.

Our culture truly sets us apart at Comply365. In addition to our unwavering dedication to our customers and products that we offer, we are, first and foremost, a diverse team of driven, energetic, and passionate individuals who work together to make a direct impact on the future of our company. We have built, and continue to build a world-class, dynamic, and people-first culture. We believe in celebrating one another's achievements, open communication, and transparent leadership.

About the role

We are building a new Customer Success organization to support our growing SaaS platform serving aviation and training organizations worldwide. Our product portfolio includes Training Management Systems (TMS), Safety Management Systems (SMS), Operational Content Management Systems (OCM), and we are on a journey to unify these offerings into a single, cohesive customer experience.

As a Customer Success Manager (CSM), you will own the post-sale relationship for a portfolio of customers and act as their trusted advisor across all three solution lines. This role goes beyond traditional Customer Success; you will actively connect teams internally, align customer outcomes across products, and ensure customers experience us as one company, one platform, one partner.

This is an ideal role for someone who thrives in complex SaaS environments, enjoys relationship-building, and is comfortable navigating cross-functional organizations.

This role is hybrid to our Irving TX office with the expectation of attending the office 3 days per week.

Key Responsibilities

Customer Relationship Management

• Serve as the primary post-implementation point of contact for assigned customers
• Build long-term, executive-level relationships with business stakeholders
• Understand customer business goals, regulatory environment, and operational challenges

Cross-Product Customer Success

• Own the holistic success of customers across TMS, SMS, and OCM
• Translate customer needs across product boundaries and ensure internal alignment
• Coordinate with Product, Support, and Account Management to deliver a seamless experience

Adoption, Value & Retention

• Drive onboarding success, feature adoption, and best-practice usage
• Monitor customer health using qualitative and quantitative indicators
• Identify churn risks early and execute mitigation plans

Expansion & Growth Support

• Identify opportunities for cross-sell, upsell, and expansion in collaboration with Sales
• Support renewals by ensuring customers see measurable value prior to contract milestones
• Educate customers on new features, modules, and platform enhancements

Voice of the Customer

• Capture customer feedback and relay insights to Product and Leadership
• Identify trends across accounts that inform roadmap, enablement, or process improvements
• Represent the customer perspective in internal planning discussions

Essential Skills & Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Services within a SaaS company
• Experience managing B2B enterprise customers, ideally in regulated or operationally complex industries
• Proven ability to manage multiple stakeholders across different departments and seniority levels
• Excellent communicator with experience in customer presentations, capable of clear and concise communication with internal teams, managers, and customers
• Exceptional at building customer relationships with a keen understanding of customer and cross-departmental needs, striving to delight at every interaction
• Quick learner, eager to develop, bring new ideas, and make swift decisions to overcome barriers
• Experience with CRM and Customer Success tools (e.g., Salesforce, Gainsight, ChurnZero, or similar)
• Willing to travel internationally on a regular basis and hold a valid passport

Preferred Skills & Qualifications

We are looking for someone with a connector mindset, who naturally bridges gaps between teams, products, and people. You should be customer-centric, diplomatic and persuasive. A structured and proactive contributor will thrive in this role.

• Experience in aviation, aerospace, transportation, or safety-critical industries
• Exposure to Training, Safety, Compliance, or Document Management systems
• Experience supporting multi-product or platform-based SaaS offerings
• Familiarity with global customers and cross-cultural communication
• Experience contributing to the stand-up of a new Customer Success function

Why come aboard?

• Unlimited PTO
• Flexible work environment
• Paid Holidays
• 401(k) plan with company
• Comprehensive benefits package (medical, dental, vision, life insurance, disability insurance, HSA, and FSA)
• Paid parental leave (12 weeks primary caregiver, 6 weeks secondary caregiver) match
• Ample learning and development opportunities
• Employee referral bonus

Comply365 is a global company, and our success draws upon our employees' diverse viewpoints, skills, and experiences. We are proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.