Customer Success Manager
Core
Strategic advisor to enterprise financial institution customers, guiding them to achieve compliance goals, risk reduction, and operational efficiency using the Shield platform.
Role type
Senior Customer Success Manager (Enterprise SaaS)
Builds
Customer success outcomes, renewal readiness, and expansion opportunities for financial services clients
Domain
Financial Services / RegTech / Compliance
Deliverable
client delivery
Required skills
Enterprise SaaS customer success, executive relationship management, strategic account ownership, renewal and expansion strategy, product roadmap influence, quarterly business review leadership, risk and compliance domain knowledge
Preferred skills
Finance industry experience, international travel capability
Technologies
Shield platform (digital communications governance and archiving)
Responsibilities
Champion customer voice across Product and R&D to influence roadmap priorities; Own customer health metrics and proactively address risks; Drive renewals and identify expansion opportunities; Track and escalate critical support issues; Build trusted advisor relationships with decision makers; Lead Quarterly Business Reviews and training sessions; Create Mutual Success Plans with clear objectives and metrics.
Seniority
Senior, hands-on IC