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Comply365 is a leading provider of Operational Content Management, Safety Management, and Training Management systems serving highly regulated industries including Aviation, Defense, and Rail. The company offers a unified platform combining Training Management Systems (TMS), Safety Management Systems (SMS), and Operational Content Management Systems (OCM).
As a Customer Success Manager, you will own the post-sale relationship for a portfolio of customers, acting as their trusted advisor across all three solution lines. This role transcends traditional customer success by actively connecting internal teams, aligning customer outcomes across products, and ensuring customers experience Comply365 as a unified partner.
Key responsibilities include:
**Customer Relationship Management:** Serve as the primary post-implementation contact for assigned customers, build executive-level relationships with business stakeholders, and understand customer business goals, regulatory environments, and operational challenges.
**Cross-Product Customer Success:** Own holistic customer success across TMS, SMS, and OCM. Translate customer needs across product boundaries, ensure internal alignment, and coordinate with Product, Support, and Account Management teams to deliver seamless experiences.
**Adoption, Value & Retention:** Drive onboarding success, feature adoption, and best-practice usage. Monitor customer health using qualitative and quantitative indicators, identify churn risks early, and execute mitigation plans.
**Expansion & Growth Support:** Identify cross-sell, upsell, and expansion opportunities in collaboration with Sales. Support renewals by ensuring customers see measurable value before contract milestones, and educate customers on new features and platform enhancements.
**Voice of the Customer:** Capture customer feedback and relay insights to Product and Leadership. Identify trends across accounts that inform roadmap, enablement, or process improvements, and represent the customer perspective in internal planning discussions.
This role is ideal for someone who thrives in complex SaaS environments, enjoys relationship-building, and is comfortable navigating cross-functional organizations. The position is hybrid with the Dallas office, requiring 2 days per week on-site initially, increasing to 3 days per week over time.
