Head of Customer Success
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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.
- 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.
- Recruit, coach, and retain a high-bar Customer Success team. Build the capability framework, the development paths, and the feedback culture that make this the team people want to join and refuse to leave. Talent development is a primary measure of success in this role, not a side effect.
- 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.
- 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.
- 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.
Benefits
- Equity as we want you to have a part of what we are building
- Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
- Annual learning budget to drive your performance and career development
- Budget to set up your home office upon joining
- Parental leave and childcare benefits
- Life Insurance to protect your loved ones
- Medical (100%), Dental (90%), and Vision (80%) contribution
- Flexible Spending Accounts (FSA) to allow you to use tax free dollars for healthcare or day care related expenses
- 401k Contribution
- Financial Perks (Support with student loan, PerkSpot discounts, Pet Insurance discounts, Travel assistance
- Pre-Tax transit benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
