Customer Success Manager

Role overview Build trusted relationships with customers using a software platform for financial crime compliance, helping them get value from the product and plan for long-term success. This cross-functional role combines strategic account management, practical advice on evolving compliance work, and close collaboration across internal teams to improve customer outcomes, retention, and growth.

Responsibilities - Develop strong relationships with customer stakeholders, including management and senior leaders. - Create and carry out account plans focused on satisfaction, retention, and partnership growth. - Advise customers on product best practices and help them translate changes in AI-enabled compliance work into practical steps and measurable value. - Discover customer needs, turn discussions into clear actions, and address problems with empathy and pragmatism. - Work across internal teams to coordinate solutions and support customer goals. - Use customer and account data to identify patterns and inform recommendations.

Requirements - Experience in customer success, ideally managing enterprise accounts for a SaaS business. - Resourcefulness and initiative, including the ability to create repeatable processes when a playbook is not yet available. - Comfort analyzing data and using it to guide customer support and planning. - Strong discovery and communication skills, with the ability to engage stakeholders at different levels and drive follow-through. - Curiosity about product and industry changes, along with a commitment to developing customer success skills. - A respectful, supportive approach to teamwork and shared goals.

Nice to have - Experience in financial institutions or financial technology.

Benefits and work setup - US-based, remote-first work. - Cash compensation and equity, health, dental, and vision coverage, and a 401(k) plan.