Customer Success Manager

About Our Client

Our client is a leading global provider of comprehensive regulatory compliance software and solutions for the financial services sector. Its platform offers an all-in-one approach to address firm and employee compliance requirements through a configurable and scalable software-as-a-service (SaaS) platform coupled with expert consulting services. Our client serves thousands of financial services clients including Broker Dealers, Investment Banks, Private Funds, RIAs, and Wealth Managers who rely on its services to power their compliance programs.

About The Role

The Customer Success Manager is passionate about developing customer relationships that promote retention and loyalty. The role involves working closely with customers to ensure they are satisfied with the services and acting as an internal advocate for their book of business. The organization believes that customer success is its success. Customer Success Managers are expected to drive value and outcomes for customers in collaboration with internal teams. This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Key Responsibilities

Customer Relationship Management:

• Own a portfolio of strategic accounts and serve as the central point of contact for day-to-day inquiries
• Proactively manage customer journeys from onboarding to renewal, ensuring continued alignment with business goals
• Establish executive-level relationships with customer stakeholders to understand and influence broader organizational goals
• Influence customer lifetime value through increased product adoption, satisfaction and overall health
• Deliver regular business reviews to ensure customers are achieving — and recognizing — their intended outcomes
• Support revenue retention and growth through customer advocacy and reference-ability

Account Monitoring and Health Tracking:

• Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities
• Use tools like Gainsight and Salesforce to manage customer health scores and maintain CRM data integrity
• Perform in-depth analysis of account performance metrics and proactively develop mitigation or growth strategies
• Generate reports and insights related to account status, customer success plans and usage metrics

Escalation and Resolution Efficiency:

• Lead critical issue resolution across departments for strategic or at-risk accounts
• Anticipate possible friction points in the customer journey and implement preemptive solutions
• Champion systemic improvements by identifying recurring issues and influencing internal process enhancements

Internal Collaboration:

• Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
• Participate in internal account review meetings to align on customer strategies and success plans
• Update and contribute to team documentation, knowledge bases, and process improvements
• Partner with marketing on advocacy initiatives such as case studies and testimonials

Renewal and Expansion Support:

• Own the end-to-end renewal process, including forecasting, negotiation and close
• Lead commercial conversations around value realization, upsells, cross-sells and expansion planning
• Align with sales on account growth strategy and influence commercial outcomes by demonstrating impact
• Prepare Quarterly Business Reviews and renewal discussions by consolidating relevant data and insights

Required Qualifications

• 3+ years’ experience in a Customer Success or Account Management role
• Financial services or compliance experience is a plus
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Demonstrated ability to manage and see projects through with customers
• Analytical, organized, process-oriented, and proactive mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others

Note:

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