We are
COMPLY.For compliance people.We pride ourselves on being the champion for compliance professionals. Merging technology, consulting and education, we help clients navigate the ever-changing regulatory environment. We serve more than 7,000 clients globally, through our solutions including ComplySci, RIA in a Box, National Regulatory Service (NRS) and illumis. We are a high-growth organization and have been recognized with numerous awards including by Inc. 5000, Institutional Asset Manager Awards, Private Equity Wire Awards, and the Women in Data & Technology Awards.COMPLY is made up of 350+ professionals worldwide.
In the US alone, we have team members in 45 states. Employees of COMPLY have access to comprehensive benefits, unlimited PTO, paid bonding leave and 100% remote work flexibility with a WFH stipend.Come join our team of talented innovators working together to forge the next generation of compliance.To learn more about COMPLY, visitCOMPLY.com.The role of
Director, Scaled Customer Success
is your ticket to shaping the future of customer engagement and success strategies at our dynamic organization. As a key player in our team, you will drive impactful results by managing our diverse range of customers, from scrappy start-ups to global enterprises, and revolutionizing our digital and 1: many Customer Success strategies. This is not a “named” CSM leadership role. The candidate we choose will be able to articulate clear experience running a scaled CSM team across 1000’s of customers with single-digit resources.
The ability to articulate how you’ve used programs, campaigns, community, and other key digital CSM initiatives to drive growth and retention is critical. Your mission? To champion our customers in achieving their business goals, enhancing retention rates, and optimizing the efficiency of our talented Customer Success team. Picture a world where our customers are not just satisfied but thriving, renewing their partnerships with us, and deeply engaged with our products and services. In this deeply collaborative role, you will forge strong alliances with Marketing and Product teams to craft seamless customer journeys and find opportunities to elevate our strategies. Your best friends on the job? Data and research. You'll be at the forefront of designing innovative programs grounded in data insights, always ready to adapt and iterate for continuous improvement. But that's not all. You'll dive into A/B testing, analytics, and business intelligence to drive evidence-based decisions and identify areas for growth. By building bridges across teams and influencing stakeholders, you'll ensure a cohesive customer experience that sets us apart. Your dual north stars are helping our customers achieve their desired business outcomes and improving gross and net retention rates all while keeping an eye on improving efficiency for the talented CSM’s on the Scaled Customer Success team. You’ll know you’re successful if our customers are more engaged with our products and services, and renew at higher rates, while growing their compliance partnership with us. What's in it for you? An opportunity to lead and inspire a well-executing B2B Customer Scaled Success team.
With your strong analytical skills, problem-solving prowess, and bias for action, you'll thrive in this fast-paced role where no two days are the same.
What you’ll be doing:
- Coach, develop, and retain a team of 6 high achieving Customer Success professionals as they grow their careers in all aspects of Scaled Customer Success.
- Gain a deep understanding of our various customer segments, including their engagement across key metrics; shape a data-driven opinion for how to segment and differentiate our communication.
- Develop and execute a comprehensive scaled customer success strategy that can support multiple product lines.
- Show opportunities for digital interventions based on customer maturity and usage, aligning product features with customer goals.
- Drive automation and technology-centric processes, contributing to the development of customer health scoring and associated strategies.
- Lead Voice of Customer engagement with our full organization, being the voice of the long tail of our customer base.
- Responsible for building and launching digital communication programs from Totango.
- Build out our webinar series plans; work with CX leadership team to find the highest-impact topics, cadences, and hosts. Track attendance and performance.
- Evaluate gaps in our ability to provide a robust, successful self-serve experience for customers and create a plan to fill them.
- Stay on top of evolving service offerings for high-touch clients and, when appropriate, retrofit services to scale for the long-tail of customers.
- Design program business intelligence capabilities that empower us to understand the reach and impact of our programs and work.
- Build strong working relationships with our Marketing and Product teams to design a cohesive customer communication experience; keep them in the loop on the Scaled team’s plans and priorities.
- Keep the Sales team informed about substantial changes to our programs so that they are equipped to speak to service from the Scaled team with their prospects and drive critical sales funnel to them to grow our customers' partnership with us.
- Figure out how to best work with high-touch segment leaders to offer visibility into scalable approaches they might find useful.
We’re excited about you because you will have:
- Experience (3-5+ years) working on leading a team to excel in executing customer success programs in a B2B capacity across a variety of mediums (e.g. email, webinars etc.).
- A proven record of accomplishment of sound business judgment (e.g. how to decide where to spend your time, serving up measurable outcomes, etc.) powered by analytical skills and data-driven decision-making.
- Strong problem-solving skills: you can learn about a problem, shape an opinion, and design a strategy based on what you learn.
- The ability to move from ideation to execution: you have a bias toward action, move to test approaches quickly, can synthesize what you learn, and iterate.
- Experience working cross-functionally: you build collaborative relationships with your cross-functional partners. You understand other teams’ priorities, how they overlap with ours, how to stay aligned, and how to keep projects moving.
- The ability to keep projects on track work without hard deadlines.
- A record of accomplishment of receiving constructive feedback and turning it into gold. You’re also able to return the favor and deliver constructive feedback up, down, and laterally.
- Exemplary written and verbal communication skills.
- Advanced working knowledge of Salesforce and Totango is helpful.
$115,000 - $130,000 a year
The compensation range for this role is specific to the United States. It takes into account a wide range of factors that are considered in making compensation decisions, including, but not limited to, skill sets, training, licensure and certification, and experience. A reasonable estimate of the base salary range for this role would be $115,000-$130,000 plus applicable bonus/benefits offerings, etc., as those similarly situated within the Company.
COMPLY is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.Apply for this job
