Customer Success Manager

EQS Group GmbH•Denver, CO

10d•$80,000 - $95,000•Hybrid

About The Position

As a Dedicated Customer Success Manager at EQS, you will own a focused portfolio of mid-market Compliance & Ethics accounts ($50K–$250K ARR), serving as their primary strategic partner throughout the customer lifecycle. You'll build deep relationships with compliance officers, legal teams, and business stakeholders to drive adoption, demonstrate measurable value, and identify expansion opportunities aligned with evolving regulatory requirements. You'll go beyond reactive support to become a trusted advisor who understands each customer's compliance maturity, risk landscape, and strategic objectives—proactively guiding them toward outcomes that strengthen their ethics programs while driving sustainable growth for EQS. EQS Group is a leading international cloud software provider in the areas of Compliance & Ethics, Data Privacy, Sustainability Management, and Investor Relations. We help thousands of companies worldwide to cultivate trust by simplifying complex processes, ensuring transparency, and enabling clear communication with stakeholders. Our success is built on our people. We bring together talented individuals who care about doing meaningful work, take pride in what they do, and support one another to achieve more together. We believe passion and trust aren’t just values — they’re at the core of how we operate, every day. Our mission is to Create Trusted Companies. If you share our passion for our mission, we’d love to have you help us turn it into reality.

Requirements

3-5+ years of experience in Customer Success, Account Management, or Strategic Consulting within B2B SaaS
Proven track record managing dedicated account portfolios with measurable retention and expansion results
Strong executive presence and ability to facilitate strategic business conversations
Experience delivering ROI analysis, business case development, and quarterly business reviews
Proficiency with Salesforce, Gainsight (or similar CSM platforms), and data analysis tools
Deep understanding of SaaS metrics: NRR, GRR, logo retention, product adoption, time-to-value

Nice To Haves

Experience in compliance, legal tech, risk management, or regulatory software solutions
Knowledge of corporate governance frameworks (SOX, GDPR, whistleblower protection laws)
Demonstrated ability to influence without authority and lead cross-functional initiatives
Experience managing complex renewals and multi-stakeholder buying committees
Alignment with EQS values of Trust, Drive, Responsibility, Transparency, and Innovation

Responsibilities

Own 30–50 strategic accounts with personalized engagement plans and quarterly business reviews
Develop a deep understanding of each customer's compliance framework, regulatory obligations, and organizational structure
Lead executive-level conversations with Chief Compliance Officers, General Counsel, and Risk leaders
Design and execute success plans that align product capabilities with customer compliance objectives
Drive product adoption across multiple stakeholder groups and business units
Establish success metrics (utilization, case resolution time, program maturity) and track progress against goals
Conduct advanced training sessions, workshops, and webinars tailored to customer needs
Guide customers through regulatory changes (EU Whistleblower Directive, SOX compliance, ESG reporting) and help them adapt their programs accordingly
Identify upsell and cross-sell opportunities based on customer maturity and emerging needs
Collaborate with Sales to develop expansion proposals and close growth opportunities
Lead contract renewals with strategic negotiation and multi-year commitment discussions
Achieve net retention targets of 110%+ through expansion and retention excellence
Monitor health scores, usage trends, and engagement signals to identify at-risk accounts
Develop and execute save plans in partnership with leadership and cross-functional teams
Serve as the voice of the customer internally, influencing product roadmap and go-to-market strategies
Escalate and resolve complex technical or commercial issues with urgency