Senior Customer Success Manager, Enterprise

As a Senior Customer Success Manager, Enterprise at ComplyAdvantage, you own the strategic relationship and customer experience across a portfolio of enterprise customers. You serve as the customer's primary strategic partner, helping them adopt the platform, realize measurable value and strengthen their financial-crime risk programs. You act as the quarterback of the customer relationship, coordinating resources across Sales, Professional Services, Support, Product and leadership.

What you'll do

• Own a portfolio of complex enterprise and financial-services customers, building trusted relationships across the customer organization from operational users to executive sponsors and economic buyers.
• Develop a clear understanding of each customer's business model, financial-crime program, priorities and measures of success.
• Establish multithreaded relationships so customer success does not depend on a single champion.
• Lead Customer Value Reviews and executive business reviews focused on outcomes, value and future priorities.
• Maintain an appropriate engagement cadence based on customer value, complexity and risk.
• Create and maintain success plans that connect product capabilities to the customer's business and risk-management objectives.
• Establish measurable success criteria during onboarding and carry those outcomes through implementation, adoption and renewal.
• Monitor product usage, customer engagement, support trends and qualitative relationship signals to identify adoption barriers early.
• Help customers optimize their use of the platform and demonstrate realized value to their stakeholders.
• Maintain an accurate, evidence-based assessment of customer health and identify risks before they become escalations or renewal concerns.
• Develop clear action plans with defined owners, milestones and expected outcomes, and lead internal customer health discussions.
• Manage complex escalations calmly, balancing customer advocacy with the company's business priorities.
• Provide leadership with a clear view of portfolio risks and recommended actions.
• Maintain a disciplined view of renewal probability, customer sentiment and commercial risk.
• Partner with Sales on renewal and expansion strategy while maintaining clear accountability for the customer relationship.
• Identify growth opportunities based on customer needs, new use cases and measurable value.
• Engage economic buyers well before renewal to ensure they understand the value of the partnership.
• Contribute to Gross Revenue Retention, Net Revenue Retention, forecast accuracy and qualified expansion targets.
• Participate confidently in commercial conversations and negotiations.
• Coordinate Sales, Professional Services, Support, Product and executive stakeholders around a consistent customer plan.
• Ensure clean transitions from pre-sales through implementation and into ongoing success.
• Bring the right specialists into the customer relationship without surrendering ownership.
• Represent customer priorities internally with context, evidence and a clear recommendation.
• Set realistic expectations with customers and hold internal partners accountable for commitments.
• Share customer insights that can improve the product, operating model and overall customer experience.

What you bring

• Minimum of six years of experience in customer success, strategic account management or enterprise consulting within a SaaS environment.
• Minimum of four years of experience working with enterprise customers such as Fortune 500 companies.
• A track record of managing a complex portfolio with meaningful Annual Recurring Revenue responsibility.
• Demonstrated success improving customer adoption, retention and expansion.
• Experience leading executive-level customer relationships and business reviews.
• Strong commercial judgment, including experience with 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.
• A proactive ownership mindset with a willingness to challenge assumptions and recommend action.
• Legal authorization to work in the United States without need for current or future sponsorship.

Nice to have

• 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.

What we offer

• Base salary of $130,000 to $170,000 plus commission and equity.
• Equity participation in the company.
• Unlimited Time Off Policy.
• Annual learning budget for performance and career development.
• Home office setup budget upon joining.
• Parental leave and childcare benefits.
• Life Insurance.
• Medical coverage at 100%, Dental at 90%, and Vision at 80%.
• Flexible Spending Accounts for tax-free healthcare or childcare expenses.
• 401k Contribution.
• Financial Perks including financial advice, discounts, pet insurance and travel assistance.
• Pre-tax transit benefits.

About ComplyAdvantage

ComplyAdvantage empowers businesses to eliminate financial crime through AI, a unified platform and an extensive partner ecosystem. More than 3,000 enterprises across 75 countries rely on the end-to-end platform and comprehensive financial crime risk intelligence. ComplyAdvantage is headquartered in London with global hubs in New York, Lisbon, Singapore and Cluj-Napoca, and is backed by Balderton Capital, Index Ventures, Ontario Teachers' Pension Plan, Goldman Sachs and Andreessen Horowitz.