Customer Success Manager

Comply; New York (NY); On-site; USD 60,000 - 75,000; Full time

Job summary

Comply is seeking a Customer Success Manager on the Scale Team to own the digital, one-to-many customer experience for our largest customer base. You will design programs, content, and touchpoints that drive adoption at scale, with autonomy and high visibility to Product and Sales.

This builder role rewards proactive thinking and scalable leadership. You’ll thrive if you enjoy helping customers and creating playbooks that serve many.

Qualifications

• 2+ years in a customer-facing role at a software company or equivalent experience.
• Ability to pull, interpret, and act on customer metrics to influence decisions.
• Excellent written and verbal communication.
• Comfort with learning new software (CRMs, spreadsheets, support automation, and presentation software).
• Ability to analyze information, make connections, and think strategically.

Responsibilities

• Own the digital customer journey for a high-volume book of accounts, delivering the right touch at the right moment using data-driven programs.
• Drive product adoption and value realization across the lifecycle from onboarding through renewal and expansion.
• Monitor customer health including usage, metrics, milestones, and NPS and act early on risks and growth opportunities.
• Reduce churn and surface expansion by proactive outreach where it matters most.
• Build and iterate scalable content and campaigns with Customer Education to elevate the customer experience.
• Run engaging group sessions (webinars, office hours, optimization calls).
• Be the voice of the customer by feeding product and process insights back to Product, Sales, and leadership.

Skills

Customer-facing experience

Written and verbal communication

Analytical skills

Cross-functional collaboration

Familiarity with financial services or

Tools

CRM systems

Spreadsheets

Support automation tools

Presentation software

Job description

Complyis the leading provider of compliance SaaS and consulting services for the global financial services sector. With more than 5,000 clients and hundreds of employees across the globe, Comply empowers Chief Compliance Officers and their teams to proactively manage regulatory obligations, mitigate risk, and scale with efficiency and confidence.

Comply serves thousands of global financial services clients including broker-dealers, insurers, investment banks, private funds, RIAs, and wealth managers who rely on Comply offerings to power their compliance programs. To learn more about Comply, visit comply.com

About the Role:

Thousands of Comply customers rely on us to run and scale their compliance programs and you’ll be the person making sure they get real value from day one. As a Customer Success Manager on our Scale Team, you’ll own the digital, one-to-many customer experience for our largest base of customers by designing the programs, content, and touchpoints that drive adoption at scale. It’s a builder’s role with a lot of autonomy, high visibility with our Product and Sales teams, and a clear path to grow within the organization.

You’lllove this role ifyou’re energized by both helping customers and building the systems that help many of them at once. The right person for this role is analytical, a strong writer, and someone who’d rather create a playbook than inherit one.

What you'll do:

• Own the digital customer journey for a high-volume book of accounts, delivering the right touch at the right moment using data-driven programs.
• Drive product adoption and value realization across the lifecycle, from onboarding through renewal and expansion.
• Monitor customer health including usage, key metrics, milestones, and NPS and act early on risks and growth opportunities.
• Reduce churn and surface expansion by prioritizing proactive outreach where it matters most.
• Build and iterate on scalable content and campaigns (in partnership with Customer Education) that automate and elevate the customer experience.
• Run engaging group sessions (ie webinars, office hours, and optimization calls).
• Be the voice of the customer: feed product and process insights back to Product, Sales, and leadership.

What Success Looks Like in your first 90 Days:

You know Comply’s products are cold and can map each capability to a customer goal. You’ve taken ownership of your book and established a data-driven cadence of proactive touchpoints. You’ve shipped or improved at least one scaled program (a campaign, resource, or automation) that moves an adoption metric.

What You'll Bring:

• 2+ years of experience in a customer-facing role (account management, support, or project management experience) for a software company, or equivalent experience.
• Comfort with you can pull, interpret, and act on customer metrics to influence decisions.
• Excellent written and verbal communication
• Comfortability using and learning new software (CRMs, spreadsheets, support automation and presentation software).
• Ability to analyze information, make connections, and demonstrate deep-level thinking
• Strong project management skills with the know-how to prioritize, multi-task, and perform effectively under pressure
• Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support) to provide Voice of the Customer
• Familiarity with the financial services or compliance industry
• Understanding of how to partner across Marketing, Sales, Product, Sales, Finance and support

The all-in total compensation for this role is$66,000and$82,500, and is specific to the United States. A reasonable estimate of the base salary range would be$60,000 - $75,000 plus applicable bonus/benefit offerings, etc., as those similarly situated within the Company. It takes into account a wide range of factors that are considered in making compensation decisions, including, but not limited to, skill sets, training, licensure and certification, and experience.

The pay range for this role is:60,000 - 75,000 USD per year(New York, NY)

To learn more about our values, mission and the wide-range of perks offered to employees at Comply, visithttps://www.comply.com/careers/.

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.

Applicants must be authorized to work for any employer in the United States. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.