Customer Success Manager

The Customer Success Manager is responsible for engaging with clients to ensure they optimize their use of the company's suite of AI-powered products, driving ongoing success and compliance. This role involves supporting the VP of Customer Success in the development of a comprehensive Learning Management System (LMS) with interactive recorded training, facilitating client onboarding,

and providing ongoing support through both virtual and in-person interactions. Additionally, the Customer Success Manager will manage custom client projects, ensuring they are completed efficiently and successfully.

Key Responsibilities

Customer Expertise

• Become a subject matter expert in AI-powered compliance solutions, understanding all capabilities and potential customizations.
• Maintain in-depth knowledge of industry-specific terminology and best practices to effectively communicate with clients.
• Develop a strong understanding of compliance matters relevant to industry, especially related to the IRA and other regulatory frameworks.
• Serve as a trusted advisor between clients and the product team, documenting client feedback, product improvements, and pain points.

Client Engagement

• Engage with clients and their employees at all levels, from onsite personnel to C-suite executives, to build strong relationships.
• Conduct virtual and in-person training sessions and system reviews for clients.
• Collaborate closely with Product, Sales, and Support teams to meet client needs.
• Manage client projects, ensuring successful completion and seamless implementation of AI-powered compliance tools.

Client Optimization

• Help clients identify and develop internal Subject Matter Experts (SMEs) or champions to foster deeper product understanding and engagement.
• Maintain continuous, engaging communication with clients, providing timely guidance and assistance on how to leverage AI-powered tools.
• Assist the VP of Customer Success in identifying and improving departmental efficiencies through better tools and processes.

Additional Responsibilities

• Oversee day-to-day administrative duties, including managing timesheets, invoice preparation, billing accuracy, and resolving billing issues.
• Prepare various reports, such as headcount or performance data, by pulling data from internal systems.
• Assist with supplier enrollment in collaboration with the client's supply chain group and conduct new supplier orientations.
• Act as the main point of contact for client communications, troubleshooting, and issues resolution, including managing functional email boxes.
• Communicate regularly with project owners and Graduate Assistants (GAs) to ensure smooth operations.

Qualifications and Competencies

• Customer-Facing Experience: Proven experience in customer success or similar roles, with strong client relationship-building skills.
• Self-Starter: Forward-thinking, proactive, and a problem solver.
• Effective Communication: Excellent verbal and written communication skills, comfortable with public speaking and conducting training sessions.
• Multitasking: Ability to stay organized and manage multiple projects and clients simultaneously.
• Industry Knowledge: Prior experience in SaaS, RegTech, or FinTech industries is preferred.
• Bachelor’s Degree: Preferred but not required.
• Technical Proficiency: Familiarity with office software and browser configurations, with the ability to troubleshoot common client issues.
• Strong Interpersonal Skills: Ability to hold technical conversations with clients at all levels, from on-site personnel to senior executives.

Public Speaking: Experience in conducting virtual and in-person presentations or training is a plus.