Customer Success Manager

<p>We are looking for a <strong>Customer Success Manager </strong>to help us build our SaaS-based anti-money laundering solutions, which empower organisations 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.</p> <p>As a <strong>Customer Success Manager</strong>, you will&nbsp;</p> <ul> <li>Manage a portfolio of Mid-Market customers, from onboarding to training to adoption and beyond&nbsp;</li> <li>Be the dedicated contact and own the overall relationship with your clients&nbsp;</li> <li>Ensure that a 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 &amp; risk teams</li> <li>Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal</li> <li>Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems</li> <li>Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales/account management team</li> <li>Play a primary role in shaping the product roadmap based on customer feedback</li> <li>Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.</li> <li>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</li> <li>Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers</li> </ul> <p><strong>About you:</strong></p> <p>As a Customer Success Manager, you will&nbsp;</p> <ul> <li>Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate</li> <li>Ideally have 2-4 years in a similar role, with proven experience working with mid-market accounts in a B2B environment&nbsp;</li> <li>Possess a good understanding of technology with familiarity of concepts such as APIs and cloud solutions</li> <li>Be a proactive self-starter that is self-directed and able to solve problems and execute independently</li> <li>Have strong process management skills, you will be able to manage a varied workload with multiple deadlines&nbsp;</li> <li>Possess strong relationship management skills and the ability to coordinate across teams and build consensus</li> <li>Ideally have previous project management experience and have worked in a start-up previously</li> </ul> <p><strong>What’s in it for you?</strong></p> <ul> <li>Equity as we want you to have a part of what we are building</li> <li>Unlimited Time Off Policy to promote work-life balance and well-being</li> <li>Annual learning budget to support professional growth</li> <li>Budget to set up your home office upon joining&nbsp;</li> <li>Enhanced parental leave and childcare benefits</li> <li>Life insurance and medical coverage through BUPA, including pre-existing conditions</li> <li>Pension contribution through The People's Pension</li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p><strong>About us:</strong></p> <p>Our mission is to empower every business to eliminate financial crime.&nbsp;</p> <p>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.</p> <p>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.</p> <p>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&nbsp;<a href="http://complyadvantage.com">complyadvantage.com</a>.</p></div>