Customer Success Lead, North America

4 weeks ago

New York, United States ComplyAdvantage Full time

As the Customer Success Lead, you will be accountable for value realization and success of our US based customers as well as leading and mentoring our team of Customer Success Managers. You'll be charged with nurturing relationships with a portfolio of our key customers as well as being a trusted advisor to our clients and enabling them to get the best results from using ComplyAdvantage.

About the role:

  • You will be responsible for training, developing and mentoring our team of Customer Success Managers
  • Setting & managing performance goals, and helping support your team in achieving their annual OKRs
  • Portfolio of Mid-Market customers - manage a smaller book of your own set of customers from onboarding to training to adoption and beyond. You will be their dedicated contact and own the overall relationship with each client.
  • 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 service to our clients by helping them to increase adoption, improve utilisation and take responsibility for minimising churn and ensuring renewal
  • Drive regional cross-sell and upsell 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
  • Working closely with Tech Support to provide ongoing help to our clients, responding to their queries and where needed coordinating across the various ComplyAdvantage teams to solve their problems

The ideal candidate

  • 2+ years of managing/leading Customer Success teams
  • Management of Customers above $200k ACV
  • Demonstrated experience of mentoring peers to help in their own success
  • A true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
  • Proactive self-starter that is able to solve problems and execute independently
  • Strong team spirit and able to coordinate across teams and build consensus
  • Good understanding of technology and familiarity with concepts such as APIs, cloud solutions a benefit
  • Strong process management skills, won't drop any balls

Nice to have

  • Prior start-up experience a benefit
  • Project management experience

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
  • Hybrid working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team
  • Opportunity to work on innovative projects with smart like-minded people who are keen to share their knowledge and continuously improve
  • Annual learning budget to drive your performance and career development
  • Parental leave and childcare benefits
  • Life Insurance to protect your loved ones
  • Medical (100%), Dental (90%), and Vision (80%) contribution
  • Access to retail discounts (TriNet)
  • Pre-Tax transit benefits

The base salary range for this role is $120,000 to $135,000 + bonus, equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills.

About us:

ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime.

More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points.

We have four global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital.

Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600.

At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.

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