Associate Customer Success Manager

Summary

Join COMPLY as an Associate Customer Success Manager and build strong customer relationships to foster retention and loyalty. You will be the primary point of contact for customer inquiries, ensuring satisfaction and acting as an internal advocate. Responsibilities include managing customer health, identifying growth opportunities, and collaborating with internal teams. You will also support revenue retention and growth through advocacy and contribute to process improvements. The role requires 2+ years of experience in customer success or account management, with financial services or compliance experience a plus. Success in this position demands strong communication, analytical, and problem-solving skills.

Requirements

• 2+ years’ experience in a Customer Success or Account Management role
• Ability to manage 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
• Excellent communication, presentation, and problem-solving skills

Responsibilities

• Serve as the central point of contact for day-to-day inquiries
• Build active and meaningful relationships with customers by understanding their goals and advocating for their needs
• Identify and validate desired outcomes, flag potential roadblocks, and assist in creating client success plan
• 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
• 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
• Generate report and insights related to account status, customer success plans and usage metrics
• Act as a liaison between the customer and internal support, product, or technical teams
• Ensure timely follow-up on product issues, support tickets and feature requests
• Document and escalate high-priority concerns to appropriate stakeholders for resolution
• Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
• Update and contribute to team documentation, knowledge bases, and process improvements
• Assist and partner with the renewals team throughout contract lifecycle
• Help identify upsell and cross-sell opportunities based on customer behavior, business needs, and product usage data

Preferred Qualifications

Financial services or compliance experience a plus

Benefits

• Comprehensive medical, dental and vision insurance at little to no cost starting on day one
• 401k with a company match
• Supplemental benefits at a discounted rate including home, auto and pet insurance
• Unlimited PTO
• Professional Development reimbursements
• Remote opportunities available for most positions
• Time to get together in person for company happy hours, team offsites and more