Customer Success Manager

Customer Success Manager

Hybrid or Remote (U.S.-based) | Full-time

About Kompliant:

Kompliant provides highly configurable platform services and AI-enabled workflow automation tools that help growth-oriented financial institutions meet their regulatory compliance obligations related to account opening and ongoing account health monitoring. With Kompliant, our customers get access to industry-leading, high-precision and high-accuracy fraud filters to keep bad actors out while presenting best-in-class, streamlined experiences to onboard and activate the good actors. We re looking for a Customer Success Manager who will play a critical role in onboarding and implementation, managing customer support, and championing the customer experience.

Role Overview:

As a Customer Success Manager, you will own the Kompliant customer journey from implementation and onboarding to ongoing support while driving customer satisfaction and retention. You ll act as the main liaison between our company and our customers, ensuring a seamless and value-driven experience. This role requires someone with a passion for organization, strong communication skills, flexibility, and a strong sense of ownership. We have a relentless focus on the customer experience and deliver a solution that is seamless and delightful for our users. All while navigating the environment of an early-stage start-up: leaning in to take ownership, staying agile, and operating lean. We re looking for a hands-on CSM who can thrive in a start-up environment and lead strategically, while also getting tactical to deliver on deadlines and customer requests.

What We Are Looking For:

• Experience: 3-5 years of experience in customer success, implementation, or a related role in a B2B enterprise or tech start-up environment.
• Customer First: Passion for delivering exceptional customer experiences and a desire to advocate for customer needs. You are customer-obsessed.
• Industry Knowledge: Familiarity with Fintech and compliance sectors and the financial system regulatory environment in the US.
• Organization: Extreme attention to detail, with an ability to manage multiple clients and prioritizations simultaneously. Thrives in an autonomous role, making decisions independently, while still excelling in cross-functional collaboration.
• Communication Skills: Experience engaging and collaborating with both external partners and internal teams. You possess excellent communication skills and the ability to make sound decisions quickly, ensuring that our company is always represented with professionalism and tact. You can handle high-pressure situations with ease, offering solutions and responses that build trust and maintain our credibility with clients.
• Technical Background: Proficient knowledge of technical concepts and the software development lifecycle to provide accurate guidance and solutions.
• Tools Proficiency: Experience with tools like Hubspot, JIRA, and Google for managing your day-to-day.
• Adaptability: Ability to thrive in a fast-paced start-up environment, making difficult prioritization decisions and operating with agility. Remain calm and focused when dealing with customer challenges or high-pressure situations.
• Education: A Bachelor s degree or equivalent experience.

What You ll Do:

• Customer Onboarding & Implementation: Partner with our Sales and Product team to lead new customers through the implementation process, ensuring a smooth and efficient transition to our platform, with a focus on driving immediate value and utilization.
• Customer Support: Manage customer support processes, responding promptly to inquiries and issue resolution to maintain high levels of customer satisfaction.
• Vision and Strategy: Communicate and manage the vision and strategy of customer success internally, ensuring alignment with broader company team goals and priorities. Demonstrated experience in building and improving customer support processes.
• Customer Advocacy: Act as the primary advocate for the customer experience, ensuring that onboarding is seamless, efficient, and delightful for our users.
• Cross-functional Collaboration: Work closely with cross-functional teams (sales & product) to deliver on customer expectations.
• Customer Satisfaction: Partner with internal teams to define and track key metrics (e.g., customer satisfaction, time-to-value, retention) to measure and ensure ongoing value creation for Kompliant customers.

What You ll Get:

• An opportunity to work at a Fintech on the leading edge of compliance technology and innovation.
• A dynamic work environment that encourages initiative and ownership, where you ll have a direct impact on the success and growth of the company.
• Competitive salary, paid vacation and benefits package including 401(k) and health insurance.
• Opportunities for professional growth and development in a growing start-up.
• Compensation may vary based on skills, experience, and location.

Kompliant is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.