Head of Customer Success

Responsibilities

• Outcomes for customers: Define and drive positive business outcomes for every account. Move the team from activity and check-ins to measurable value: adoption, utilisation, risk reduction, and demonstrable ROI that customers can take to their own boards.
• Retention and expansion: Own gross and net revenue retention for the region. Minimise churn and contraction, drive renewals, and partner with Sales and Account Management to expand contract value through cross-sell and upsell.
• Senior customer relationships: Build and hold trusted relationships with senior stakeholders at our customers, including banks, FinTechs, and insurers. Be credible in the room with compliance, risk, and technology leaders.
• Onboarding and time to value: Ensure every new customer has a clear implementation and onboarding plan, and that time to first value is short and predictable. Coordinate across customer technology, compliance, and risk teams.
• Voice of the customer: Identify patterns in what customers need and make sure that feedback reaches our product and engineering teams. Support the rollout, training, and communication of new capabilities.

Requirements

• Outcome and value oriented: You think in customer business outcomes first. You are fluent and confident customer-facing, you can run a value conversation with a CRO or a Chief Compliance Officer, and you hold your team to the same standard.
• A strong operator: You manage process without dropping balls, you build consensus across teams, and you execute independently. You are comfortable in the ambiguity of a fast-scaling business and you turn it into structure.
• Minimum of eight (8) years in customer success, account management, or related customer-facing leadership
• Minimum of five (5) years of direct people management, including managing managers
• Demonstrable record of building, scaling, and developing high-performing teams
• Legally authorized to work in the United States without current or future sponsorship
• Experience in SaaS, data, or compliance / RegTech
• Familiarity with APIs, cloud delivery, and technical product concepts
• Experience owning a net revenue retention number
• A genuine passion for customers and for the people you lead
• How we work
• Our values describe how we operate, and they map closely to this role:
• Make a safer world: Every role here contributes to financial systems that are harder for criminals to exploit. You will keep the customer and the real-world outcome of our work visible in everything the team does.
• Raise the bar: We set ambitious standards and pursue them with discipline, never settling for good enough. You will raise the bar on the team's capability and craft, and balance that ambition with care for the people behind it.
• See it, own it, drive it forward: We notice what needs to change, take personal responsibility, and move with purpose. You will lead with a bias for action and see things through.
• Win as one team: Financial crime is complex and global, and no function solves it alone. You will build trust and shared goals across Customer Success, Sales, Product, and Engineering.

Benefits

Additional Information

ComplyAdvantage has an opening for our next Customer Success leader. The ideal candidate for the position will sit in the New York City metro area. In this role, you will own the health, growth, and capability of the Americas Customer Success team, and the success of our Americas customers. Customer Success is central to our next phase of growth: protecting the base, expanding it, and making every customer demonstrably more successful for having chosen us. This is a builder's role. You will invest in the team, develop its people, and create an environment where they grow faster than they expected to, and you will turn that team into a value engine for our customers.

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