Senior Customer Success Manager
About The Position
Join EQS as a Senior Customer Success Manager and partner with enterprise compliance leaders who are building stronger, more transparent organizations. In this role, you will own strategic relationships with high-value customers, guide complex compliance technology transformations, and help shape how EQS scales Customer Success in North America. You will combine executive advisory, commercial ownership, and cross-functional leadership to make customer impact measurable and lasting. 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
- 6–8+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a comparable customer-facing advisory role.
- Proven success managing strategic enterprise accounts, ideally with portfolios including customers above$250K ARR, and a strong track record in retention, expansion, and value realization.
- Executive presence and the ability to advise, influence, and build trust with C-suite and senior stakeholders in complex organizations.
- Strong understanding of compliance, ethics, risk management, legal operations, regulatory technology, or adjacent enterprise SaaS environments.
- Experience building business cases, defining success metrics, running executive business reviews, and translating product usage into measurable customer outcomes.
- Strong cross-functional leadership skills, with the ability to coordinate internal teams around complex customer needs, escalations, renewals, and growth opportunities.
- Confident working with CSM and revenue platforms such as Gainsight, Salesforce, or comparable systems.
- Fluent English communication skills, written and spoken, at C1 level or higher.
- Willingness to travel occasionally for strategic customer engagements, advisory boards, and industry events.
Nice To Haves
- Experience supporting global enterprise deployments, multi-stakeholder change management, or large-scale SaaS adoption programs.
- Familiarity with regulatory frameworks such as the EU Whistleblower Directive, SOX, FCPA, GDPR, SEC whistleblower programs, or related ethics and compliance standards.
- Background in compliance program assessment, maturity modeling, risk advisory, or value consulting.
- Experience mentoring CSMs, contributing to CS playbooks, or leading team-wide improvement initiatives.
- Thought leadership, customer advisory board,webinar, or industry speaking experience in compliance, ethics, risk, or enterprise SaaS.
Responsibilities
- Own and develop a portfolio of 15–25 strategic enterprise accounts, including complex, multi-product customers with significant growth and retention potential.
- Build trusted relationships with C-level and senior compliance stakeholders, including Chief Compliance Officers, General Counsel, Chief Risk Officers, and executive sponsors.
- Lead executive business reviews and success planning that connect EQS solutions to measurable outcomes such as risk reduction, regulatory readiness, program efficiency, and stronger ethical cultures.
- Drive enterprise adoption across business units, geographies, and user groups by leading change management, enablement, governance models, and champion networks.
- Develop multi-year account strategies, identify expansion opportunities, and partner with Sales on complex renewals, module expansions, geographic rollouts, and enterprise-wide consolidations.
- Represent the voice of enterprise customers in cross-functional discussions with Product, Sales, Professional Services, Support, Legal, and Marketing.
- Lead high-impact escalations with clear communication, executive accountability, and a strong focus on long-term customer trust.
- Mentor other Customer Success team members by sharing enterprise account strategies, executive engagement practices, and scalable playbook improvements.
- Contribute to customer advisory boards, case studies, webinars, and selected industry-facing initiatives as an EQS representative.
- Travel occasionally for strategic customer meetings, customer advisory boards, executive business reviews, and industry events.
- Be part of an exciting journey and contribute to our success story of becoming the leading provider of digital compliance and governance solutions.
Benefits
- Personal development goals, with time and guidance on achieving them, along with regular feedback from your team lead and access to internal and external training.
- High degree of personal responsibility.
- Ownership of a wide range of tasks.
- Exploration of areas of interest.
- Dynamic culture where shared goals bring us together.
- Unforgettable company events.
- Volunteering initiatives.
- Health/dental/vision/life insurance
- 401k plan
- FSA
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
