[Hiring] Senior Customer Success Manager @ComplyAdvantage

Role Description

The Enterprise Customer Success Manager owns the strategic relationship and customer experience across a portfolio of ComplyAdvantage’s enterprise customers. You will serve as the customer’s primary strategic partner, helping them adopt our technology, realize measurable value and strengthen their financial-crime risk programs.

You will act as the quarterback of the customer relationship, coordinating the right resources across Sales, Professional Services, Support, Product and leadership. Success requires strong executive presence, commercial judgment and the ability to navigate complex customer organizations.

This role goes beyond relationship management. You will be accountable for customer health, adoption, value realization, retention and the identification of credible growth opportunities.

What You’ll Do

• Lead strategic customer relationships
• Own a portfolio of complex enterprise and financial-services customers.
• Build trusted relationships across the customer organization, from operational users to executive sponsors and economic buyers.
• Develop a clear understanding of each customer’s business model, financial-crime program, priorities and measures of success.
• Establish multithreaded relationships so customer success does not depend on a single champion.
• Lead Customer Value Reviews and executive business reviews focused on outcomes, value and future priorities.
• Maintain an appropriate engagement cadence based on customer value, complexity and risk.
• Drive Adoption and Measurable Value
• Create and maintain success plans that connect product capabilities to the customer’s business and risk-management objectives.
• Establish measurable success criteria during onboarding and carry those outcomes through implementation, adoption and renewal.
• Monitor product usage, customer engagement, support trends and qualitative relationship signals.
• Identify adoption barriers early and coordinate the resources required to resolve them.
• Help customers optimize their use of the platform and demonstrate realized value to their stakeholders.
• Own Customer Health and Risk
• Maintain an accurate, evidence-based assessment of customer health.
• Identify risks before they become escalations or renewal concerns.
• Develop clear action plans with defined owners, milestones and expected outcomes.
• Lead internal customer health discussions and ensure follow-through across functions.
• Manage complex escalations calmly, balancing customer advocacy with the company’s business priorities.
• Provide leadership with a clear view of portfolio risks and recommended actions.
• Support Retention and Growth
• Maintain a disciplined view of renewal probability, customer sentiment and commercial risk.
• Partner with Sales on renewal and expansion strategy while maintaining clear accountability for the customer relationship.
• Identify growth opportunities based on customer needs, new use cases and measurable value.
• Engage economic buyers well before renewal and ensure they understand the value of the partnership.
• Contribute to GRR, NRR, forecast accuracy and qualified expansion targets.
• Participate confidently in commercial conversations and negotiations.
• Lead Cross-Functionally
• Coordinate Sales, Professional Services, Support, Product and executive stakeholders around a consistent customer plan.
• Ensure clean transitions from pre-sales through implementation and into ongoing success.
• Bring the right specialists into the customer relationship without surrendering ownership.
• Represent customer priorities internally with context, evidence and a clear recommendation.
• Set realistic expectations with customers and hold internal partners accountable for commitments.
• Share customer insights that can improve the product, operating model and overall customer experience.

What Success Looks Like

• Build strong relationships with executive sponsors and economic buyers.
• Improve adoption and measurable value across your customer portfolio.
• Maintain accurate customer health assessments and renewal forecasts.
• Reduce late-stage escalations and unexpected renewal risk.
• Deliver consistent, outcome-focused Customer Value Reviews and EBRs.
• Achieve portfolio retention and growth targets.
• Identify qualified expansion opportunities based on demonstrated customer need.
• Create a coordinated experience across every stage of the customer journey.

Qualifications

• A track record of managing a complex portfolio with meaningful ARR responsibility.
• Demonstrated success improving customer adoption, retention and expansion.
• Experience leading executive-level customer relationships and business reviews.
• Strong commercial judgment, including experience with renewals, forecasting, expansion and contract discussions.
• Ability to translate technical capabilities into business outcomes and measurable value.
• Experience navigating complex implementations, escalations and cross-functional dependencies.
• Strong operational discipline across success planning, account planning, health management and forecasting.
• Executive-level communication, presentation and storytelling skills.
• The ability to bring structure to ambiguity, influence without authority and remain composed under pressure.
• A proactive ownership mindset with a willingness to challenge assumptions and recommend action.

Requirements

• Minimum of six (6) years experience in customer success, strategic account management or enterprise consulting within a SaaS environment.
• Minimum of four (4) years experience working with enterprise customers (Fortune 500).
• Must be legally authorized to work in the United States without need for current or future sponsorship.

Preferred Experience

• Experience supporting financial institutions, fintech companies or other regulated enterprises.
• Knowledge of financial-crime risk management, AML, transaction monitoring, customer screening or payment screening.
• Experience working with data, integrations, APIs and technically complex SaaS platforms.
• Familiarity with customer-success platforms such as Gainsight.
• Experience using customer-health models, product-usage data and AI-enabled tools to improve customer engagement and CSM productivity.

Benefits

• 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 daycare 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 $130,000 to $170,000 + commission, equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills.

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.