What are the responsibilities and job description for the Customer Success Manager position at Compliance & Risks?
Job Title: Customer Success Manager
Reports to: Customer Success - Senior Team Lead
Location: Remote - Atlanta, Georgia or Raleigh, North Carolina
As a Customer Success Manager in Compliance & Risks, a Product-Led Growth (PLG) company, you will play a crucial role in driving scaled customer outcomes through data, automation, and intelligent workflows. This role operates within an AI-enabled customer success model where value realization, adoption, and retention are driven through in-product experiences, automated journeys, and proactive insights. You will work in a collaborative product led environment with an international team across multiple time zones, to interpret customer signals, identify risk and expansion opportunities early, own subscription renewals and engage with customers as a valued partner to drive their business outcomes. Leveraging your excellent communication skills and passion for solving problems, you will build and maintain strong, working relationships with customers
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Key Responsibilities
- : Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solvin
- g.Proactively drive customer adoption and value realization within an automation-first environment, leveraging in-product experiences and system-driven workflows while engaging with customers directly at high-value moment
- s.Investigate and solve customer issues by understanding customer context, usage needs and patterns, and business goal
- s.Develop a deep understanding of each customer’s business, products, and compliance processes in order to drive adoption, retention, and expansio
- n.Own subscription renewals for assigned customers, ensuring value is clearly demonstrated throughout the lifecycle and partner with internal teams to support successful renewal outcome
- s.Use platform tools to monitor customer health, usage, engagement, and signaling, to identify adoption risks, renewal readiness, and potential upsell opportunitie
- s.Highlight customer use case details to reinforce our product
- s.Co-ordinate migration to new products as and when needed, acting as the primary customer owner through the migration proces
- s.Identify churn/downsell risk early and work cross functionally to mitigate chur
- n.Use analytical thinking, platform data, and tools to prioritize engagement and develop strategies in support of optimal usage of our products based on customer need
- s.Support customer enablement through a combination of self-service education, knowledge materials, and develop additional programs and documentation as neede
- d.Record all customer interactions and activity against the customer record ensuring the customer record is comprehensive and up to dat
- e.Regularly monitor customer health, and proactively engage with customer to drive adoption and retention as per our Level of Service Framewo
- rkContribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer bas
- e.Collaborate with other departments as needed in growing the customer base, driving adoption and retenti
- onServe as the Voice of the Customer internally, sharing insights, feedback, and emerging needs based on customer engagemen
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Experience and Qualificatio
- ns:Bachelor's degree in Business or IT with 5 years experience managing a book of business in a fast-paced B2B customer environment and ideally in a Product-Led Growth compa
- ny.Ability to operate effectively in an automation-first environment, using new software applications (CRM, ticketing, community platforms, customer behaviour and engagement platforms, project management tools, AI-assisted tools, etc.), data analysis and problem-solving skills to interpret customer health indicators and turn them into actio
- ns.Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organisatio
- ns.Ability to manage end-to-end customer lifecycle activities, including onboarding, adoption, renewals, and expansi
- on.Ability to self direct and self mana
- ge.Experience in a compliance and regulatory environment is desirab
- le.Experience in user onboarding tools and processes is a pl
us.
Attributes for Success at C&a
- mp;RCollaborative Mindset: Thrives in a team-oriented environment, values partnership, and demonstrates care and respect for colleagues to achieve shared go
- als.Transformational Thinking: Embraces change and actively contributes to driving innovation and cultural evolution within the organizat
- ion.Agility: Adapts quickly to shifting priorities and market demands, maintaining focus and effectiveness in a fast-paced environm
- ent.Empowerment: Takes ownership of decisions and actions, demonstrating confidence in making autonomous choices that align with company go
- als.Fearless Flexibility: Approaches challenges with an open mind, learns rapidly from setbacks, and adjusts strategies to navigate dynamic circumstan
- ces.Innovation-Driven: Leverages creativity and cutting-edge technology to develop solutions that simplify complex problems and create competitive advanta
- ges.Customer-Centric Focus: Obsesses over delivering value to customers by understanding their needs and providing impactful solutions that build trust and loya
- lty.Trustworthiness: Acts with integrity, builds credibility through consistent actions, and fosters an environment where others feel respected and val
- ued.Respect for Diversity: Values diverse perspectives, treats everyone with dignity, and cultivates an inclusive workplace that encourages new ideas and opini
- ons.High-Energy Execution: Brings enthusiasm, drive, and focus to every task, ensuring timely delivery of impactful resu
- lts.Continuous Learner: Stays current with industry trends, tools, and technologies while seeking opportunities for personal and professional gro
- wth.Results-Oriented Problem Solver: Tackles challenges with precision and determination, delivering measurable outcomes that align with company objecti
- ves.Visionary Contributor: Aligns personal goals with the company’s mission to create a cleaner, safer, and better world while helping shape the organization’s fut