Customer Success Manager

Job Title: Customer Success Manager

Reports to: Customer Success - Senior Team Lead

Location: Remote - Atlanta, Georgia or Raleigh, North Carolina

As a Customer Success Manager in Compliance & Risks, a Product-Led Growth (PLG) company, you will play a crucial role in driving scaled customer outcomes through data, automation, and intelligent workflows. This role operates within an AI-enabled customer success model where value realization, adoption, and retention are driven through in-product experiences, automated journeys, and proactive insights. You will work in a collaborative product led environment with an international team across multiple time zones, to interpret customer signals, identify risk and expansion opportunities early, own subscription renewals and engage with customers as a valued partner to drive their business outcomes. Leveraging your excellent communication skills and passion for solving problems, you will build and maintain strong, working relationships with customers. 

Key Responsibilities: 

• Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solving.
• Proactively drive customer adoption and value realization within an automation-first environment, leveraging in-product experiences and system-driven workflows while engaging with customers directly at high-value moments.
• Investigate and solve customer issues by understanding customer context, usage needs and patterns, and business goals.

• Develop a deep understanding of each customer’s business, products, and compliance processes in order to drive adoption, retention, and expansion.
• Own subscription renewals for assigned customers, ensuring value is clearly demonstrated throughout the lifecycle and partner with internal teams to support successful renewal outcomes.
• Use platform tools to monitor customer health, usage, engagement, and signaling, to identify adoption risks, renewal readiness, and potential upsell opportunities.
• Highlight  customer use case details to reinforce our products.
• Co-ordinate migration to new products as and when needed, acting as the primary customer owner through the migration process.
• Identify churn/downsell risk early and work cross functionally to mitigate churn.
• Use analytical thinking, platform data, and tools to prioritize engagement and develop strategies in support of optimal usage of our products based on customer needs.

• Support customer enablement through a combination of self-service education, knowledge materials, and develop additional programs and documentation as needed.
• Record all customer interactions and activity against the customer record ensuring the customer record is comprehensive and up to date.
• Regularly monitor customer health, and proactively engage with customer to drive adoption and  retention as per our Level of Service Framework 

• Contribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer base.
• Collaborate with other departments as needed in growing the customer base, driving adoption and retention
• Serve as the Voice of the Customer internally, sharing insights, feedback, and emerging needs based on customer engagement.
  

Experience and Qualifications:

• Bachelor's degree in Business or IT with 5+ years experience managing a book of business in a fast-paced B2B customer environment and ideally in a Product-Led Growth company.
• Ability to operate effectively in an automation-first environment, using new software applications (CRM, ticketing, community platforms, customer behaviour and engagement platforms, project management tools, AI-assisted tools, etc.), data analysis and problem-solving skills to interpret customer health indicators and turn them into actions.
• Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organisations.
• Ability to manage end-to-end customer lifecycle activities, including onboarding, adoption, renewals, and expansion.
• Ability to self direct and self manage.
• Experience in a compliance and regulatory environment is desirable.
• Experience in user onboarding tools and processes is a plus.

Attributes for Success at C&R

1. Collaborative Mindset: Thrives in a team-oriented environment, values partnership, and demonstrates care and respect for colleagues to achieve shared goals.
2. Transformational Thinking: Embraces change and actively contributes to driving innovation and cultural evolution within the organization.
3. Agility: Adapts quickly to shifting priorities and market demands, maintaining focus and effectiveness in a fast-paced environment.
4. Empowerment: Takes ownership of decisions and actions, demonstrating confidence in making autonomous choices that align with company goals.
5. Fearless Flexibility: Approaches challenges with an open mind, learns rapidly from setbacks, and adjusts strategies to navigate dynamic circumstances.
6. Innovation-Driven: Leverages creativity and cutting-edge technology to develop solutions that simplify complex problems and create competitive advantages.
7. Customer-Centric Focus: Obsesses over delivering value to customers by understanding their needs and providing impactful solutions that build trust and loyalty.
8. Trustworthiness: Acts with integrity, builds credibility through consistent actions, and fosters an environment where others feel respected and valued.
9. Respect for Diversity: Values diverse perspectives, treats everyone with dignity, and cultivates an inclusive workplace that encourages new ideas and opinions.
10. High-Energy Execution: Brings enthusiasm, drive, and focus to every task, ensuring timely delivery of impactful results.
11. Continuous Learner: Stays current with industry trends, tools, and technologies while seeking opportunities for personal and professional growth.
12. Results-Oriented Problem Solver: Tackles challenges with precision and determination, delivering measurable outcomes that align with company objectives.
13. Visionary Contributor: Aligns personal goals with the company’s mission to create a cleaner, safer, and better world while helping shape the organization’s future.