[Hiring] Customer Success Manager @SAI360

Role Description

We are looking for a Customer Success Manager to join our team! Are you passionate about building long-term customer relationships and driving successful program adoption? Do you enjoy helping customers achieve business outcomes while serving as a trusted advisor and advocate?

As a Customer Success Manager, you will be responsible for the successful delivery and adoption of SAI360 products and services. You will manage assigned customer relationships, drive customer success, and serve as an advocate on behalf of our customers. This role requires a consultative professional who is passionate about customer outcomes, relationship management, and helping customers maximize the value of their Ethics & Compliance programs. Experience with Governance, Risk, and Compliance (GRC), Ethics & Compliance programs, or related SaaS solutions is highly preferred.

What you'll do:

• Manage customer relationships to ensure the highest level of service is provided.
• Drive adoption, engagement, and satisfaction with SAI360 products and services through proactive customer engagement and structured touchpoints.
• Become an expert in SAI360 products and educate customers on product capabilities, benefits, and best practices.
• Develop and maintain cross-functional relationships within SAI360, with partners, and other key stakeholders.
• Develop a deep understanding of customer Ethics & Compliance business requirements and provide recommendations to support continual program improvement.
• Serve as the primary point of contact for the delivery of services and customer training.
• Act as liaison between customers and internal departments for issue resolution and escalation management.
• Assist customers with Ethics & Compliance program strategies, curriculum development, communications, and implementation plans.
• Manage customer programs through ongoing collaboration and operational reviews.
• Ensure proper onboarding, delivery, adoption, and utilization of purchased products and services.
• Champion customer requests and advocate for customer priorities in product and service planning initiatives.
• Build strong long-term customer relationships through strategic communication and issue resolution.
• Track and report customer initiatives within Salesforce and monitor utilization of purchased programs.
• Coordinate with internal teams to ensure customer solutions are delivered according to agreed scope and timelines.
• Partner with Account Managers to support successful renewals and identify upsell and cross-sell opportunities.
• Participate in ongoing customer operational reviews.
• Help retain and support at-risk customer accounts.
• Travel to priority customer locations to strengthen relationships, conduct gap analyses, review program usage, and lead value-focused discussions (approximately 10% travel).
• Complete additional projects and responsibilities as assigned.

Qualifications

• A degree from an accredited four-year college or university is strongly preferred but not required.
• 5+ years of experience in a consultative customer-facing role, preferably within technology or SaaS organizations.
• Knowledge or general understanding of Business Ethics and/or Governance, Risk, and Compliance (GRC) challenges and solutions within corporate environments.
• Experience working with Microsoft 365, Salesforce or other CRM platforms, Zendesk, and remote meeting tools such as Microsoft Teams and Zoom.
• Technical knowledge of SQL queries and Power BI is beneficial but not required.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to present solutions and influence stakeholders with professionalism and credibility.
• Ability to work independently and collaboratively within a remote work environment.
• Proven ability to develop strong internal and external relationships that support seamless customer delivery.
• Customer-centric mindset with a strong commitment to customer success.
• Strategic thinker with strong account management skills.
• Positive attitude with a passion for innovation and continuous improvement.
• Self-starter with strong initiative, ownership, and accountability.

Requirements

• In the interest of Pay Transparency, the base salary range for this position is $90,000 - $105,000 USD annually, plus the opportunity for a bonus. Exact compensation may vary based on skills, experience, and location.

Benefits

• PTO leave;
• Quarterly wellness days;
• EAP program;
• Healthcare benefits;
• Bonus incentives;
• 401(k) match;
• Pet insurance;
• FSA account;