What are the responsibilities and job description for the Customer Success Manager - West Coast position at Anecdotes?
We are seeking a proactive and experienced West Coast Customer Success Manager to join our US team. In this role at Anecdotes, you will ensure our clients realize the full value of our solutions, guiding them through implementation, providing ongoing support, and acting as a trusted liaison between clients and internal teams. You will play a critical role in building long-term relationships, driving client retention, and uncovering opportunities for account growth and expansion. Your expertise will help clients succeed while contributing directly to the company’s growth.
Our story:
Anecdotes is redefining enterprise GRC for the AI era. We are the only AI-native enterprise GRC platform, built on a foundation of complete, accurate, and structured data automatically collected from your systems—trusted by some of the largest enterprises in the world, including Fortune 500 companies and leading auditors. By embedding AI across every corner of the Governance, Risk, and Compliance journey—audits, risk management, continuous control monitoring, and beyond—we’re turning a traditionally manual and fragmented process into a powerful, automated, and strategic driver of business growth.
What You'll Do:
As a CSM at Anecdotes, you will be responsible for ensuring our clients achieve maximum value from our solutions, guiding them through implementation, providing ongoing support, and serving as a liaison between the client and internal teams.
Our story:
Anecdotes is redefining enterprise GRC for the AI era. We are the only AI-native enterprise GRC platform, built on a foundation of complete, accurate, and structured data automatically collected from your systems—trusted by some of the largest enterprises in the world, including Fortune 500 companies and leading auditors. By embedding AI across every corner of the Governance, Risk, and Compliance journey—audits, risk management, continuous control monitoring, and beyond—we’re turning a traditionally manual and fragmented process into a powerful, automated, and strategic driver of business growth.
What You'll Do:
- Serve as the primary liaison between anecdotes and our customers, ensuring seamless communication, coordination, and partnership across all interactions.
- Act as a trusted advisor to customers as they modernize and scale their GRC programs using the anecdotes platform, providing best practices, industry insights, and strategic guidance.
- Develop a deep understanding of each customer’s goals, workflows, compliance requirements, and product configuration to continually deliver measurable value and drive ongoing engagement.
- Monitor customer health, product usage, and sentiment to detect risks early, drive proactive engagement, and improve satisfaction and retention.
- Lead Executive Business Reviews (EBRs/QBRs) that highlight ROI, adoption trends, maturity progress, and alignment on forward-looking strategies.
- Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs, quickly resolve challenges, and provide feedback that informs product roadmaps and customer-centric improvements.
- Manage value realization and lead the process for renewals and expansions, ensuring alignment on outcomes while driving successful negotiations that support long-term partnership growth.
- Maintain accurate documentation, account plans, customer insights, and health indicators across internal systems (CRM and CS platform) to support effective account management.
- 3 years in Customer Success or Account Management in a SaaS or technical product environment.
- Based in the US - West Coast
- Proven ability to manage customer relationships simultaneously, with strong retention results of enterprise customers
- Demonstrated technical aptitude and are comfortable navigating data-driven platforms, integrations, and workflow logic.
- Understanding of GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and the ability to translate compliance concepts into actionable customer outcomes.
- Excellent communication and presentation skills; can influence both technical users and executive stakeholders.
- Analytical and problem-solving mindset; able to turn data into insight and action.
- Strong cross-functional collaboration skills (Product, Onboarding, Support, Sales).
- Beneficial: Commercial experience in sales, negotiations, or revenue-generating roles.
- Empathetic, critical thinker, proactive, and customer-centric
- Technically curious: you enjoy learning how complex tools solve real business problems.
- Organized, accountable, and skilled at balancing multiple priorities.
- Process-oriented with a bias toward continuous improvement.
- Motivated by helping customers achieve long-term success
As a CSM at Anecdotes, you will be responsible for ensuring our clients achieve maximum value from our solutions, guiding them through implementation, providing ongoing support, and serving as a liaison between the client and internal teams.