Customer Success Manager

We’re looking for Customer Success Managers (CSMs) who thrive in a high-impact, customer-facing role, enjoy building relationships, and are motivated by helping clients achieve their goals. You’ll manage a pooled portfolio of accounts, focusing exclusively on retention, product adoption, and engagement of our SaaS healthcare compliance platform, while collaborating closely with Sales, Finance, Support, and Product teams. This role revolves primarily around driving high retention with customers rather than growth, and a high-performer in this role is able to make sense of the complex, driving a scaled customer experience with their base in the name of guiding as many as possible to a positive renewal decision.

This is a remote role with opportunities to connect virtually or in-person for collaboration, process improvement, and team alignment.

Why You’ll Love This Role:

• You’ll directly impact customer satisfaction, retention, and long-term engagement.
• Your work will ensure customers stay active, happy, and supported, providing measurable value to the business.
• You’ll develop and execute proactive, repeatable strategies to drive awareness, adoption, and engagement across a pooled account portfolio.
• You’ll collaborate with Finance to resolve payment disputes, escalations, and other account issues.
• You’ll work alongside a supportive team across Customer Success, Product, and Support to advocate for customers and improve processes.
• You’ll have the autonomy to influence customer outcomes while working in a collaborative, high-impact environment.

Qualifications:

• 2+ years of experience in Customer Success, Account Management, Client Services, or a related role.
• Strong organizational skills to manage a high volume of accounts with consistent, repeatable outreach.
• Excellent communication, problem-solving, and relationship-building skills, with a customer-first mindset.
• Goal-oriented, especially when it comes to achieving retention and satisfaction targets
• Comfortable collaborating across teams, including Finance, Product, and Support.
• Experience in SaaS or subscription-based business models preferred.
• Bachelor’s degree or equivalent professional experience is a plus.

Responsibilities:

• Serve as the primary point of contact for a pooled portfolio of core (mid-sized spend; non-strategic) accounts, focusing exclusively on retention, adoption, and satisfaction.
• Drive customer engagement through proactive, repeatable touchpoints that maximize platform usage and value realization.
• Partner with sales to drive account expansion; while the CSM is not responsible for growth, there are financial incentives in place to identify potential growth opportunities
• Implement structured processes to maintain consistent communication and engagement across the pooled account portfolio.
• Partner closely with Finance to resolve payment disputes, escalations, and account issues.
• Monitor account health and identify opportunities to improve customer engagement and retention.
• Direct customers to the platform for commercial transactions or negotiations, without involvement in sales activities.
• Collaborate with Support and Product teams to advocate for customer needs and improve processes.
• Act as a true customer champion - focused entirely on helping customers succeed. 

What CG Can Offer You:

• The opportunity to make a direct, measurable impact on customer retention and satisfaction.
• Competitive base salary plus performance-based bonus tied to gross retention rate (GRR). Financial incentives to drive expansion opportunities to the sales team and drive our wallet retention rates higher.
• Extensive training and professional development to help you grow your career.
• Comprehensive benefits (medical, dental, eyecare, 401K with company match, generous PTO, and more!).
• A collaborative and transparent company culture that values customer impact, strategic thinking, and professional growth.

Salary: $75,000-$82,000/year

Location: Remote, USA

PLEASE READ: Our team has recently been notified of a phishing scam targeting candidates applying for Compliancy Group's open roles, where scammers have been posing as recruiters in an effort to access candidates' personal information. Please note that any communication from our hiring teams will be sent from a @compliancygroup.com email address and we will only respond to applications submitted through appropriate channels.