Customer Success Manager - SaaS (Risk & Compliance)

SAI360 Inc; United States; Remote; USD 90,000 - 105,000; Full time

Benefits offered by this job

PTO leave

Quarterly wellness days

EAP program

Healthcare benefits

Bonus incentives

401(k) match

Pet insurance

FSA account

Job summary

SAI360 Inc is seeking a Customer Success Manager to drive successful delivery and adoption of SAI360 products and services. You will manage assigned customer relationships, act as a trusted advisor, and advocate for customer outcomes in GRC/Ethics & Compliance programs.

The role requires consultative expertise, strong relationship management, and collaboration across teams. Travel up to 10% may be required, with a remote-first work model and competitive compensation.

Qualifications

• 5+ years in a consultative customer-facing role in tech/SaaS.
• Understanding of GRC or Ethics & Compliance.
• Experience with CRM platforms and remote meeting tools.
• Excellent communication and relationship-building skills.

Responsibilities

• Manage customer relationships to ensure the highest level of service is provided.
• Drive adoption, engagement, and satisfaction with SAI360 products and services through proactive customer engagement and structured touchpoints.
• Become an expert in SAI360 products and educate customers on product capabilities, benefits, and best practices.
• Develop and maintain cross-functional relationships within SAI360, with partners, and other key stakeholders.
• Develop a deep understanding of customer Ethics & Compliance business requirements and provide recommendations to support continual program improvement.
• Serve as the primary point of contact for the delivery of services and customer training.
• Act as liaison between customers and internal departments for issue resolution and escalation management.
• Assist customers with Ethics & Compliance program strategies, curriculum development, communications, and implementation plans.
• Manage customer programs through ongoing collaboration and operational reviews.
• Ensure proper onboarding, delivery, adoption, and utilization of purchased products and services.
• Champion customer requests and advocate for customer priorities in product and service planning initiatives.
• Build strong long-term customer relationships through strategic communication and issue resolution.
• Track and report customer initiatives within Salesforce and monitor utilization of purchased programs.
• Coordinate with internal teams to ensure customer solutions are delivered according to agreed scope and timelines.
• Partner with Account Managers to support successful renewals and identify upsell and cross-sell opportunities.
• Participate in ongoing customer operational reviews.
• Help retain and support at-risk customer accounts.
• Travel to priority customer locations to strengthen relationships, conduct gap analyses, review program usage, and lead value-focused discussions (approximately 10% travel).
• Complete additional projects and responsibilities as assigned.

Skills

Customer-facing experience

CRM experience

Communication skills

Remote work capable

Strategic thinking

Education

Bachelor's degree preferred

Tools

Salesforce

Power BI

SQL

Microsoft Teams

Job description

SAI360 Inc is seeking a Customer Success Manager to drive successful delivery and adoption of SAI360 products and services. You will manage assigned customer relationships, act as a trusted advisor, and advocate for customer outcomes in GRC/Ethics & Compliance programs.

The role requires consultative expertise, strong relationship management, and collaboration across teams. Travel up to 10% may be required, with a remote-first work model and competitive compensation.