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Senior Customer Success Manager (US)

Senior Customer Success Manager (US)

ComplyAdvantageWashington, DC, US
2 days ago
Job type
  • Full-time
Job description

Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to help us build our SaaS-based anti-money laundering solutions, which empower organizations to fight financial crime! We are building cutting-edge solutions that help create a safer world and stop money from ending up in the hands of criminals. You will join the customer success team, where you will be charged with nurturing relationships with a portfolio of our customers. You will be a trusted advisor to our clients helping them to get the best results from using the platform while feeding back ideas to the product development teams.

As a Senior Customer Success Manager, you will

  • Manage a portfolio of strategic customers, from onboarding to training to adoption and beyond
  • Be the dedicated contact and own the overall relationship with your clients
  • Ensure that an implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
  • Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal
  • Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
  • Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales / account management team
  • Play a primary role in shaping the product roadmap based on customer feedback
  • Support / drive new feature roll outs, including formal and informal training of customers and the internal sales / marketing teams, drafting client communications, etc.
  • Actively contribute towards market development work, e.g. working with marketing to create high quality collateral / content and working with the product team to define future requirements
  • Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers

About you :

  • Have a true passion for customers fanatical about getting them the right outcomes and becoming their advocate
  • Be comfortable working with C-Suite stakeholders, to understand their objectives and align our solutions to meet their needs
  • Understand your client's business and drive value towards positive business outcomes
  • Politely and confidently handle objections from clients, working collaboratively towards mutually beneficial outcomes
  • An interest in technology and a basic grasp of tools like APIs and cloud platforms will go a long way here.
  • Be a proactive self-starter that is self-directed and able to solve problems and execute independently
  • Have strong process management skills, you will be able to manage a varied workload with multiple deadlines
  • Possess strong relationship management skills and the ability to coordinate across teams and build consensus
  • Ideally have previous project management experience and have worked in a start-up previously

    • What's in it for you?

  • Equity as we want you to have a part of what we are building
  • Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
  • Annual learning budget to drive your performance and career development
  • Budget to set up your home office upon joining
  • Parental leave and childcare benefits
  • Life Insurance to protect your loved ones
  • Medical (100%), Dental (90%), and Vision (80%) contribution
  • Flexible Spending Accounts (FSA) to allow you to use tax free dollars for healthcare or day care related expenses
  • 401k Contribution
  • Financial Perks (Financial Advice, PerkSpot discounts, Pet Insurance discounts, Travel assistance)
  • Pre-Tax transit benefits

    • The base salary range for this role is $115,000-130,000 + bonus, equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills.

    About us :

    Our mission is to empower every business to eliminate financial crime.

    By harnessing AI, a unified platform, and an extensive partner ecosystem, we help customers turn compliance into a catalyst for growth, operational resilience, and enduring regulatory trust.

    More than 3,000 enterprises across 75 countries rely on our end-to-end platform and the world's most comprehensive financial crime risk intelligence. With full-stack agentic automation, we help organizations automate up to 95% of KYC, AML, and sanctions reviews, cut onboarding times by 50%, reduce false positives by 70%, and handle 7x more work with the same staff.

    ComplyAdvantage is headquartered in London and has global hubs in New York, Lisbon, Singapore, and Cluj-Napoca. It is backed by Balderton Capital, Index Ventures, Ontario Teachers' Pension Plan, Goldman Sachs, and Andreessen Horowitz.

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