[Hiring] Digital Customer Success Associate @ComplyAdvantage

Role Description

ComplyAdvantage is currently hiring for a Digital Customer Success Associate to join our Customer Success team. This position will sit remote out of Costa Rica.

What you will be doing:

• Helping retain and grow a large portfolio of customers through a data-driven, tech-led approach.
• Functioning as an executor of one-to-many communications, leveraging AI and automation to drive value at scale.
• Stepping in for short, high-impact 1:1 sessions at critical inflection points in the customer’s journey.
• Balancing automated campaigns with precise, targeted human intervention when it matters most.
• Working alongside senior CS, CX, and CS-Ops leaders to master the art of Digital Customer Success.

As a Digital Customer Success Associate, you will:

• Own a large portfolio of customers, managing omni-channel campaigns via Gainsight and Pendo to improve success, adoption metrics, and retention.
• Drive customer retention and growth of your customer portfolio.
• Utilise various tools to automate, manage, and track the success of various campaigns.
• Monitor, identify and act on specific customer signals (e.g. usage drop, usage growth) to deliver targeted 1:1 consultations.
• Leverage data to find new opportunities to implement and prioritise projects and campaigns which help drive awareness, time to value, and retention.
• Collaborate closely with CSMs, CS Ops, Product & Engineering Teams & Commercial Sales Organisation to align on analysing and improving customer health.
• Support/drive new feature rollouts to the customer portfolio, including running potential cross-customer webinars.
• Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers.
• Develop a deep understanding of ComplyAdvantage’s technology to help deliver training and best practice presentations, webinars and office hours.

Qualifications

• Strong team spirit and able to coordinate across teams and build consensus.
• A technical curiosity - you may only be mildly familiar with APIs and MCPs but you have a desire to learn how these things work.
• Strong process and project management skills, won't drop any balls!
• Excellent communication skills with experience in writing and presenting educational content to customers.
• A data-first mindset, enabling data-driven decision making, and the ability to uncover insights and trends in customer data.

Requirements

• Experience in a B2B SaaS or FinTech/RegTech environment.
• Experience using AI to build automations.
• Experience with Customer Success Software (e.g. Gainsight, Pendo).
• Experience working with business intelligence platforms (e.g. Tableau, Looker).
• Experience working with APIs and Postman.

Company Description

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.

Learn more about compliance re-engineered for the age of AI at complyadvantage.com.