Senior Customer Success Manager, Enterprise

About the Role

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

Within this role, you will:

• 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.

What You’ll Bring

• 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.

Basic Qualifications

• 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.

How We Measure Success

Performance will be evaluated through a balanced set of customer and business outcomes, including:

• Gross Revenue Retention
• Net Revenue Retention
• Renewal and risk forecast accuracy
• Product adoption and utilization
• Customer health and risk movement
• Executive sponsor coverage
• Customer Value Review and EBR quality
• Customer satisfaction and advocacy
• Qualified expansion opportunities
• Demonstrated customer outcomes

The strongest candidates combine customer empathy with commercial accountability. They build trusted relationships while maintaining the discipline, judgment and executive presence required to protect and grow the business.

How we work

Our values describe how we operate, and they map closely to this role:

• Make a safer world: Every role here contributes to financial systems that are harder for criminals to exploit. You will keep the customer and the real-world outcome of our work visible in everything the team does.
• Raise the bar: We set ambitious standards and pursue them with discipline, never settling for good enough. You will raise the bar on the team's capability and craft, and balance that ambition with care for the people behind it.
• See it, own it, drive it forward: We notice what needs to change, take personal responsibility, and move with purpose. You will lead with a bias for action and see things through.
• Win as one team: Financial crime is complex and global, and no function solves it alone. You will build trust and shared goals across Customer Success, Sales, Product, and Engineering.

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
• 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 day care 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 $130,00 to $170,000 + commission, equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills.