Customer Success Manager (AED075E)

Referment; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Referment, a global digital communications compliance company, is seeking a Customer Success Manager in New York. You will guide enterprise customers to measurable outcomes and translate compliance goals into results, owning customer health and collaborating with Product, R&D, Operations and Sales.

You will lead QBRs, build mutual success plans, drive renewals and expansions, and foster trusted relationships with senior stakeholders, turning data into proactive outreach.

Qualifications

• Experience in customer success or account management with enterprise B2B customers.
• Strong communication and executive engagement skills with senior stakeholders.
• Comfort owning health metrics and turning data into proactive outreach.
• Genuine interest in compliance technology or regulated industries.

Responsibilities

• Champion the customer voice across Product, R&D and Operations to maximize value and influence roadmap priorities.
• Own customer health metrics, proactively addressing risks to satisfaction, adoption and renewal.
• Drive end-to-end renewals and identify expansion opportunities, partnering with Sales on complex deals.
• Track and clearly communicate the status of critical support issues and escalations.
• Build trusted advisor relationships with decision makers, champions and economic buyers.
• Lead Quarterly Business Reviews and customer training sessions focused on outcomes and renewal readiness.
• Create Mutual Success Plans with clear objectives, success metrics and next steps.

Skills

Executive engagement

Customer health management

Renewals & expansions

Strategic advisory

Cross-functional collaboration

Job description

Referment is working with a global digital communications compliance company serving financial services organizations. Its AI-powered platform captures and analyzes communications across email, chat, mobile, trade and video channels, helping compliance teams reduce risk and maintain audit-ready records. The company has offices across Europe and North America.

As Customer Success Manager, you will act as a strategic advisor to enterprise customers, guiding them to measurable business outcomes and helping them translate compliance goals into real results. You will own customer health and work closely with Product, R&D, Operations and Sales. The role is based in New York and reports to the Director of Delivery, Customer Success.

The Role

• Champion the customer voice across Product, R&D and Operations to maximize value and influence roadmap priorities.
• Own customer health metrics, proactively addressing risks to satisfaction, adoption and renewal.
• Drive end-to-end renewals and identify expansion opportunities, partnering with Sales on complex deals.
• Track and clearly communicate the status of critical support issues and escalations.
• Build trusted advisor relationships with decision makers, champions and economic buyers.
• Lead Quarterly Business Reviews and customer training sessions focused on outcomes and renewal readiness.
• Create Mutual Success Plans with clear objectives, success metrics and next steps.

What We're Looking For

• Experience in customer success or account management, ideally with enterprise B2B customers.
• Strong communication and executive engagement skills, with the ability to build trust with senior stakeholders.
• Comfort owning health metrics and turning data into proactive outreach.
• Genuine interest in compliance technology or regulated industries.

This could suit a customer success professional from a SaaS or compliance technology background who enjoys blending strategic advisory with renewal and expansion ownership.

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