Customer Success Manager

Summary

Join RegASK, an AI-driven regulatory workflow orchestration company, as a Customer Success Manager. You will drive client adoption, engagement, and satisfaction, serving as a trusted advisor to enterprise clients. Collaborate with cross-functional teams (product, sales, customer enablement) to develop and implement customer success strategies. Maximize customer value, accelerate product usage, and maintain clear records of customer progress. Establish a feedback loop between customers and the product team, and collaborate with sales to ensure seamless account handover. Identify and nurture customer advocates. This role requires a strong client-first mindset, SaaS or regulatory domain experience, and a passion for delivering measurable impact. The position is based in Europe or the US to support EMEA & NA clients.

Requirements

• Based in Europe or US to support EMEA & NA clients
• Bachelor's degree in Business, Marketing, or a related field
• 3 to 5 years of experience in customer success or related roles within a B2B SaaS domain
• Excellent communication and interpersonal skills with strong customer-centric mindset
• Experience using CRM, CS platforms (e.g., Salesforce, HubSpot, Zendesk, Jira, Pendo), or knowledge of regulatory workflows
• Strong growth mindset, analytical and problem-solving abilities

Responsibilities

• Cross-Functional Collaboration: Collaborate with content, product, sales, and customer enablement teams to achieve a cohesive customer success plan and strategy
• Ensure alignment of customer success initiatives with overall business goal
• Support the entire customer lifecycle, from onboarding through to ongoing engagement and support
• Drive achievement of key operational metrics, including Time to Value (TtV), Customer Health, Adoption, Renewal Likelihood, Upsell/Cross-Sell potential, Net Retention Rate, and Churn Reduction
• Design and implement initiatives to maximize customer value and accelerate product usage
• Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics
• Maintain clear and timely records of customer status and progress toward key success milestones
• Work closely with Account Teams/Sales to identify new opportunities and upsell potential while smoothing any issues putting renewals at risk
• Establish a feedback loop between customers and the product team, ensuring customer insights inform product development
• Work closely with the product team to prioritize feature requests and enhancements
• Collaborate with the sales team to ensure a seamless handover of accounts and alignment on customer success strategies
• Provide sales teams with the necessary tools and resources to communicate the value of our products effectively
• Identify and nurture customer advocates to participate in case studies, testimonials, and other promotional activities
• Leverage customer success stories for marketing and sales initiatives

Preferred Qualifications

• Experience within the Regulatory/Compliance domain will be an added advantage
• Startup experience will be an added advantage

Benefits

• Flexible working arrangements (remote)
• An opportunity to drive impact at the intersection of AI, SaaS, and regulatory intelligence
• Continuous learning and professional development