Customer Success Manager

Summary

Compliancy Group provides a connected platform and advisory services that help healthcare organizations manage compliance programs. The Customer Success Manager will manage a high-volume portfolio of core accounts, driving retention, platform adoption, customer satisfaction, proactive engagement, and cross-functional issue resolution.

Responsibilities

• Serve as the primary point of contact for a pooled portfolio of core accounts, focusing on retention, platform adoption, and customer satisfaction
• Drive proactive, repeatable engagement across your book so clients understand the platform, use it consistently, and see the value before renewal conversations begin
• Monitor account health and act early when engagement or satisfaction signals warrant attention
• Partner with Sales when expansion opportunities arise; while growth is not your primary responsibility, there are financial incentives to surface the right moments
• Work closely with Finance to resolve payment disputes, escalations, and account issues in a timely and professional way
• Collaborate with Support and Product to advocate for customer needs and contribute to process improvements that make the whole CX team stronger
• Direct clients to the right resources and channels for commercial conversations, without owning sales activities yourself

Skills

• 2 or more years in Customer Success, Account Management, Client Services, or a related customer-facing role
• Strong organizational skills: you can manage a high volume of accounts and still give each one a consistent, thoughtful experience
• Excellent communication and relationship-building skills, with a genuine customer-first mindset
• Goal-oriented, particularly around retention and satisfaction targets
• Comfortable collaborating across teams including Finance, Product, and Support
• Bachelor's degree or equivalent professional experience welcomed
• Experience in a subscription-based or SaaS business model is preferred
• Background in healthcare or healthcare compliance is a plus

Qualifications

Must Haves

• 2 or more years in Customer Success, Account Management, Client Services, or a related customer-facing role
• Strong organizational skills: you can manage a high volume of accounts and still give each one a consistent, thoughtful experience
• Excellent communication and relationship-building skills, with a genuine customer-first mindset
• Goal-oriented, particularly around retention and satisfaction targets
• Comfortable collaborating across teams including Finance, Product, and Support
• Bachelor's degree or equivalent professional experience welcomed

Nice to Haves

• Experience in a subscription-based or SaaS business model is preferred
• Background in healthcare or healthcare compliance is a plus

Benefits

• Performance bonus tied to gross retention rate
• Additional financial incentives for surfacing expansion opportunities to the sales team
• Extensive onboarding and ongoing professional development focused on the platform, the compliance landscape, and the customer success motion
• Medical, dental, and vision benefits
• 401(k) with company match
• Generous PTO
• A transparent, collaborative culture that takes customer impact seriously and invests in the people who deliver it
• Remote work in the USA