Customer Success Manager

Job Title: Customer Success Manager Reports to: Customer Success - Senior Team Lead Location: Remote - Atlanta, Georgia or Raleigh, North Carolina As a Customer Success Manager in Compliance & Risks, a Product-Led Growth (PLG) company, you will play a crucial role in driving scaled customer outcomes through data, automation, and intelligent workflows. This role operates within an AI-enabled customer success model where value realization, adoption, and retention are driven through in-product experiences, automated journeys, and proactive insights. You will work in a collaborative product led environment with an international team across multiple time zones, to interpret customer signals, identify risk and expansion opportunities early, own subscription renewals and engage with customers as a valued partner to drive their business outcomes. Leveraging your excellent communication skills and passion for solving problems, you will build and maintain strong, working relationships with customers. Key Responsibilities: Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solving. Proactively drive customer adoption and value realization within an automation-first environment, leveraging in-product experiences and system-driven workflows while engaging with customers directly at high-value moments. Investigate and solve customer issues by understanding customer context, usage needs and patterns, and business goals. Develop a deep understanding of each customer’s business, products, and compliance processes in order to drive adoption, retention, and expansion. Own subscription renewals for assigned customers, ensuring value is clearly demonstrated throughout the lifecycle and partner with internal teams to support successful renewal outcomes. Use platform tools to monitor customer health, usage, engagement, and signaling, to identify adoption risks, renewal readiness, and potential upsell opportunities. Highlight customer use case details to reinforce our products. Co-ordinate migration to new products as and when needed, acting as the primary customer owner through the migration process. Identify churn/downsell risk early and work cross functionally to mitigate churn. Use analytical thinking, platform data, and tools to prioritize engagement and develop strategies in support of optimal usage of our products based on customer needs. Support customer enablement through a combination of self-service education, knowledge materials, and develop additional programs and documentation as needed. Record all customer interactions and activity against the customer record ensuring the customer record is comprehensive and up to date. Regularly monitor customer health, and proactively engage with customer to drive adoption and retention as per our Level of Service Framework Contribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer base. Collaborate with other departments as needed in growing the customer base, driving adoption and retention Serve as the Voice of the Customer internally, sharing insights, feedback, and emerging needs based on customer engagement. Experience and Qualifications: Bachelor's degree in Business or IT with 5+ years experience managing a book of business in a fast-paced B2B customer environment and ideally in a Product-Led Growth company. Ability to operate effectively in an automation-first environment, using new software applications (CRM, ticketing, community platforms, customer behaviour and engagement platforms, project management tools, AI-assisted tools, etc.), data analysis and problem-solving skills to interpret customer health indicators and turn them into actions. Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organisations. Ability to manage end-to-end customer lifecycle activities, including onboarding, adoption, renewals, and expansion. Ability to self direct and self manage. Experience in a compliance and regulatory environment is desirable. Experience in user onboarding tools and processes is a plus. Attributes for Success at C&R Collaborative Mindset: Thrives in a team-oriented environment, values partnership, and demonstrates care and respect for colleagues to achieve shared goals. Transformational Thinking: Embraces change and actively contributes to driving innovation and cultural evolution within the organization. Agility: Adapts quickly to shifting priorities and market demands, maintaining focus and effectiveness in a fast-paced environment. Empowerment: Takes ownership of decisions and actions, demonstrating confidence in making autonomous choices that align with company goals. Fearless Flexibility: Approaches challenges with an open mind, learns rapidly from setbacks, and adjusts strategies to navigate dynamic circumstances. Innovation-Driven: Leverages creativity and cutting-edge technology to develop solutions that simplify complex problems and create competitive advantages. Customer-Centric Focus: Obsesses over delivering value to customers by understanding their needs and providing impactful solutions that build trust and loyalty. Trustworthiness: Acts with integrity, builds credibility through consistent actions, and fosters an environment where others feel respected and valued. Respect for Diversity: Values diverse perspectives, treats everyone with dignity, and cultivates an inclusive workplace that encourages new ideas and opinions. High-Energy Execution: Brings enthusiasm, drive, and focus to every task, ensuring timely delivery of impactful results. Continuous Learner: Stays current with industry trends, tools, and technologies while seeking opportunities for personal and professional growth. Results-Oriented Problem Solver: Tackles challenges with precision and determination, delivering measurable outcomes that align with company objectives. Visionary Contributor: Aligns personal goals with the company’s mission to create a cleaner, safer, and better world while helping shape the organization’s future.