Customer Success Manager

Shield; New York (NY); On-site; USD 130,000 - 155,000; Full time

Job summary

Shield, a global startup with offices in NYC, TLV, LDN, and LIS, is seeking a Customer Success Manager in New York. You will act as a strategic advisor, guiding customers to achieve measurable business outcomes and maximize value from the Shield platform.

You will own customer health, drive renewals and expansions, manage executive relationships, and lead quarterly business reviews and training to ensure risk reduction, efficiency, and regulatory confidence.

Qualifications

• 5+ years in enterprise SaaS customer success with Fortune 100 executives.
• Managing a book of 4–6 strategic accounts.
• Proven ability to drive adoption, retention and renewal.
• Ability to thrive in a fast-paced, dynamic environment.
• Experience in or with the finance industry is a plus.

Responsibilities

• Champion the Customer Voice across Product, R&D, and Operations.
• Own Customer Health metrics and renewals process.
• Lead renewals and expansions with Sales on complex deals.
• Provide visibility on support issues and escalations.
• Engage executives and economic buyers with best practices.
• Deliver value via QBRs and customer trainings.
• Create Mutual Success Plans with objectives and metrics.
• Maintain strong product knowledge and roadmap understanding.

Skills

Enterprise SaaS

Executive stakeholder mgmt

Renewals & expansions

Cross-functional collab

Strategic planning

Job description

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS.

We’re growing and looking for another important piece of the puzzle.

Is it you?

As a Customer Success Manager, you will act as a strategic advisor to Shield’s customers, guiding them to achieve measurable business outcomes and maximize the value of the Shield platform. You will help customers translate compliance goals into real results—driving risk reduction, operational efficiency, and regulatory confidence.

Your role includes sharing relevant product updates and best practices, capturing customer insights to inform Product and R&D, and ensuring every interaction strengthens trust and impact.

This position is based in New York and reports to the Director Delivery of Customer Success.

Let’s get down to business:

What you’ll do:

• Champion the Customer Voice – Represent customer needs across Product, R&D, and Operations to maximize value and influence roadmap priorities.
• Own Customer Health – Monitor and communicate health metrics, proactively addressing risks to satisfaction, adoption, and renewal.
• Drive Renewals & Expansions – Lead the end-to-end process for straightforward renewals and identify expansion opportunities, partnering with Sales on complex deals to secure growth.
• Support & Escalation Visibility – Track and clearly reflect the status of critical support issues and escalations, ensuring customers and internal teams remain aligned on progress and resolution.
• Executive Engagement – Build trusted advisor relationships with decision makers, champions, and economic buyers, guiding them on best practices to manage risk and achieve compliance goals.
• Value Delivery – Lead Quarterly Business Reviews and customer training sessions focused on outcomes, renewal readiness, and expansion opportunities.
• Strategic Planning – Collaborate with internal teams and customer stakeholders to create a Mutual Success Plan with clear objectives, success metrics, and next steps.
• Product Expertise – Maintain a strong understanding of Shield’s product and roadmap to guide customers on leveraging the most relevant features for their evolving requirements.

Requirements:

Experience and skills:

• 5+ years of customer advocacy and engagement experience in an Enterprise SaaS customer success team working with Fortune 100 companies and their executives
• Owning a book of business of 4-6 Strategic customer accounts
• Increase customer satisfaction, adoption, and retention applying to a technical product
• A fast learner who is naturally curious and thrives in a fast paced and dynamic work environment
• Experience with the finance industry / Managed customers from the finance industry – Advantage
• This position is based in NY - The base salary for this role is between $130,000 USD - $155,000 USD + bonus. The salary will be dependent upon many factors, including your experience level, skill set, and market knowledge. This range is based on Shield’s good faith estimate as of the date of the job posting and may be modified in the future.

More information about Shield:

Shield is the industry’s most comprehensive digital communications governance and archiving solution, purpose-built for financial institutions. Named a Visionary by Gartner, Shield’s platform blends AI innovation with deep regulatoryexpertiseto simplify compliance, strengthen security, and unlock efficiency. Trusted byleading global financialinstitutions, Shield works closely withitspartners to help complianceteams uncover hidden risks, prevent financial crimes, and protect both people and markets.. With operations across key financial hubs worldwide, we support customers wherever theyoperate, navigating complex regulatory environments with confidence.At our core,we’refocused on building trust: protecting market integrity and creating a world where communication is understood and accountable. Our work has been recognized by industry leaders and analysts, including Deloitte Fast 500, Dun & Bradstreet’s Top 20 Companies, Regulation Asia Awards, andRegTechInsight Awards Europe-reflecting our impact, growth, and commitment to excellence. Ifyou’reready to make a real impact at a fast-growing, mission-driven company working with the world’s leading banks to redefine communication governance and compliance - this is the place for you.