Customer Success Manager

About this role

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, a...