Customer Success Manager

About this role

Responsibilities

• Manage a portfolio of Mid-Market customers, from onboarding to training to adoption and beyond
• Be the dedicated contact and own the overall relationship with your clients
• 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 & risk teams
• Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal
• Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
• Drive cross-sell and upsell, expanding contract revenue 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
• Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
• Ideally have 2-4 years in a similar role, with proven experience working with mid-market accounts in a B2B environment

Requirements

• Possess a good understanding of technology with familiarity of concepts such as APIs and cloud solutions
• Be a proactive self-starter that is self-directed and able to solve problems and execute independently
• Have strong process management skills, you will be able to manage a varied workload with multiple deadlines
• Possess strong relationship management skills and the ability to coordinate across teams and build consensus
• Ideally have previous project management experience and have worked in a start-up previously
• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy to promote work-life balance and well-being
• Annual learning budget to support professional growth
• Budget to set up your home office upon joining
• Enhanced parental leave and childcare benefits
• Life insurance and medical coverage through BUPA, including pre-existing conditions
• Pension contribution through The People's Pension

About ComplyAdvantage

As a Customer Success Manager, you will Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate Ideally have 2-4 years in a similar role, with proven experience working with mid-market accounts in a B2B environment Possess a good understanding of technology with familiarity of concepts such as APIs and cloud solutions Be a proactive self-starter that is self-directed and able to solve problems and execute independently Have strong process management skills, you will be able to manage a varied workload with multiple deadlines Possess strong relationship management skills and the ability to coordinate across teams and build consensus Ideally have previous project management experience and have worked in a start-up previously What’s in it for you? Equity as we want you to have a part of what we are building Unlimited Time Off Policy to promote work-life balance and well-being Annual learning budget to support professional growth Budget to set up your home office upon joining Enhanced parental leave and childcare benefits Life insurance and medical coverage through BUPA, including pre-existing conditions Pension contribution through The People's Pension 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.