Strategic Customer Success Manager - Growth & Renewals in London

Who Are We: Comply is the leading provider of compliance SaaS and consulting services for the global financial services sector. With more than 5,000 clients and hundreds of employees across the globe, Comply empowers Chief Compliance Officers and their teams to proactively manage regulatory obligations, mitigate risk, and scale with efficiency and confidence. Comply serves thousands of global financial services clients including broker-dealers, insurers, investment banks, private funds, RIAs, and wealth managers who rely on Comply offerings to power their compliance programs. To learn more about Comply, visit comply.com.

The Role: The Customer Success Manager is passionate about developing customer relationships that promote retention and loyalty. Your role will be to work closely with customers to ensure they are satisfied with the services and to be an internal advocate for your book of business. At Comply, our customers’ success is our success. We look to our Customer Success Managers to own driving value and outcomes for our customers in collaboration with our internal teams. This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

• Customer Relationship Management
• Own a portfolio of strategic accounts and serve as the central point of contact for day-to-day inquiries.
• Proactively manage customer journeys from onboarding to renewal, ensuring continued alignment with business goals.
• Establish executive-level relationships with customer stakeholders to understand and influence broader organizational goals.
• Influence customer lifetime value through increased product adoption, satisfaction and overall health.
• Deliver regular business reviews to ensure customers are achieving – and recognizing – their intended outcomes.
• Support revenue retention and growth through customer advocacy and reference-ability.
• Account Monitoring and Health Tracking
• Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities.
• Use tools like Gainsight and Salesforce to manage customer health scores and maintain CRM data integrity.
• Perform in-depth analysis of account performance metrics and proactively develop mitigation or growth strategies.
• Generate report and insights related to account status, customer success plans and usage metrics.
• Escalation and Resolution Efficiency
• Lead critical issue resolution across departments for strategic or at-risk accounts.
• Anticipate possible friction points in the customer journey and implement preemptive solutions.
• Champion systemic improvements by identifying recurring issues and influencing internal process enhancements.
• Internal Collaboration
• Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements.
• Participate in internal account review meetings to align on customer strategies and success plans.
• Update and contribute to team documentation, knowledge bases, and process improvements.
• Partner with marketing on advocacy initiatives such as case studies and testimonials.
• Renewal and Expansion Support
• Own the end-to-end renewal process, including forecasting, negotiation and close.
• Lead commercial conversations around value realization, upsells, cross-sells and expansion planning.
• Align with sales on account growth strategy and influence commercial outcomes by demonstrating impact.
• Prepare Quarterly Business Reviews and renewal discussions by consolidating relevant data and insights.

Skills and Qualifications:

• 3+ years’ experience in a Customer Success or Account Management role.
• Financial services or compliance experience a plus.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Strong empathy for customers AND passion for revenue and growth.
• Demonstrated ability to manage and see projects through with customers.
• Analytical, organized, process-oriented, and proactive mindset.
• Demonstrated desire for continuous learning and improvement.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication, presentation, and problem-solving skills.

Comply is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment. Applicants must be authorized to work for any employer in the United Kingdom. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.