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Salary: USD 130,000 - 170,000 / annual
ComplyAdvantage is seeking a Senior Customer Success Manager, Enterprise to own strategic relationships and customer experience across a portfolio of enterprise customers in the financial-crime compliance space.
You will serve as the primary strategic partner to complex enterprise and financial-services customers, helping them adopt the platform, realize measurable value, and strengthen their financial-crime risk programs. You will act as the quarterback of the customer relationship, coordinating resources across Sales, Professional Services, Support, Product, and leadership.
Key responsibilities include:
**Lead Strategic Customer Relationships**
- Own a portfolio of complex enterprise and financial-services customers
- Build trusted relationships across customer organizations, from operational users to executive sponsors and economic buyers
- Develop clear understanding of each customer's business model, financial-crime program, priorities, and success measures
- Establish multithreaded relationships to ensure customer success does not depend on a single champion
- Lead Customer Value Reviews and executive business reviews focused on outcomes and value
- Maintain appropriate engagement cadence based on customer value, complexity, and risk
**Drive Adoption and Measurable Value**
- Create and maintain success plans connecting product capabilities to customer business and risk-management objectives
- Establish measurable success criteria during onboarding and carry outcomes through implementation, adoption, and renewal
- Monitor product usage, customer engagement, support trends, and relationship signals
- Identify adoption barriers early and coordinate resources to resolve them
- Help customers optimize platform use and demonstrate realized value to their stakeholders
**Own Customer Health and Risk**
- Maintain 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 while balancing customer advocacy with company priorities
- Provide leadership with clear view of portfolio risks and recommended actions
**Support Retention and Growth**
- Maintain disciplined view of renewal probability, customer sentiment, and commercial risk
- Partner with Sales on renewal and expansion strategy while maintaining clear accountability
- Identify growth opportunities based on customer needs, new use cases, and measurable value
- Engage economic buyers before renewal to ensure they understand partnership value
- 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 consistent customer plan
- Ensure clean transitions from pre-sales through implementation into ongoing success
- Bring right specialists into customer relationship without surrendering ownership
- Represent customer priorities internally with context, evidence, and clear recommendation
- Set realistic expectations and hold internal partners accountable
- Share customer insights that improve product, operating model, and customer experience
Success metrics include Gross Revenue Retention, Net Revenue Retention, renewal and risk forecast accuracy, product adoption and utilization, customer health movement, executive sponsor coverage, Customer Value Review quality, customer satisfaction and advocacy, qualified expansion opportunities, and demonstrated customer outcomes.
ComplyAdvantage is a fintech company focused on financial-crime compliance and AML solutions. The company serves more than 3,000 enterprises across 75 countries with an end-to-end platform and comprehensive financial-crime risk intelligence. The platform uses AI and agentic automation to help organizations automate KYC, AML, and sanctions reviews, reduce false positives, and improve operational efficiency. The company is backed by leading investors including Balderton Capital, Index Ventures, Ontario Teachers' Pension Plan, Goldman Sachs, and Andreessen Horowitz.
**Requirements**
Minimum qualifications:
- Minimum 6 years of experience in customer success, strategic account management, or enterprise consulting within a SaaS environment
- Minimum 4 years of 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
Desired attributes:
- Track record of managing 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 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
- Ability to bring structure to ambiguity, influence without authority, and remain composed under pressure
- Proactive ownership mindset with willingness to challenge assumptions and recommend action
