Customer Success Manager

Customer Success ManagerComply365 is a leading provider of Operational Content Management, Safety Management, and Training Management in the highly regulated industries of Aviation, Defense, and Rail. We provide a powerful combination of expertise and products underpinned by unified best practices, empowering airlines, rail, and defense organizations with the most comprehensive product portfolio to elevate operational excellence, and transform safety management and training, with closer integration of data across these domains. Comply365 ensures our customers' teams and assets are always geared for peak operational performance and unlocks unparalleled financial and operational gains through more streamlined, robust, and agile operations. Our culture truly sets us apart at Comply365. In addition to our unwavering dedication to our customers and products that we offer, we are, first and foremost, a diverse team of driven, energetic, and passionate individuals who work together to make a direct impact on the future of our company. We have built, and continue to build a world-class, dynamic, and people-first culture. We believe in celebrating one another's achievements, open communication, and transparent leadership.We are building a new Customer Success organization to support our growing SaaS platform serving aviation and training organizations worldwide. Our product portfolio includes Training Management Systems (TMS), Safety Management Systems (SMS), Operational Content Management Systems (OCM), and we are on a journey to unify these offerings into a single, cohesive customer experience.As a Customer Success Manager (CSM), you will own the post-sale relationship for a portfolio of customers and act as their trusted advisor across all three solution lines. This role goes beyond traditional Customer Success; you will actively connect teams internally, align customer outcomes across products, and ensure customers experience us as one company, one platform, one partner.This is an ideal role for someone who thrives in complex SaaS environments, enjoys relationship-building, and is comfortable navigating cross-functional organizations.This role is hybrid to our Dallas office with the expectation of attending the office 2 days per week, increasing to 3 days per week in time.Key ResponsibilitiesServe as the primary post-implementation point of contact for assigned customersBuild long-term, executive-level relationships with business stakeholdersUnderstand customer business goals, regulatory environment, and operational challengesOwn the holistic success of customers across TMS, SMS, and OCMTranslate customer needs across product boundaries and ensure internal alignmentCoordinate with Product, Support, and Account Management to deliver a seamless experienceDrive onboarding success, feature adoption, and best-practice usageMonitor customer health using qualitative and quantitative indicatorsIdentify churn risks early and execute mitigation plansIdentify opportunities for cross-sell, upsell, and expansion in collaboration with SalesSupport renewals by ensuring customers see measurable value prior to contract milestonesEducate customers on new features, modules, and platform enhancementsCapture customer feedback and relay insights to Product and LeadershipIdentify trends across accounts that inform roadmap, enablement, or process improvementsRepresent the customer perspective in internal planning discussionsEssential Skills & Qualifications5+ years of experience in Customer Success, Account Management, or Client Services within a SaaS companyExperience managing B2B enterprise customers, ideally in regulated or operationally complex industriesProven ability to manage multiple stakeholders across different departments and seniority levelsExcellent communicator with experience in customer presentations, capable of clear and concise communication with internal teams, managers, and customersExceptional at building customer relationships with a keen understanding of customer and cross-departmental needs, striving to delight at every interactionQuick learner, eager to develop, bring new ideas, and make swift decisions to overcome barriersExperience with CRM and Customer Success tools (e.g., Salesforce, Gainsight, ChurnZero, or similar)Willing to travel internationally on a regular basis and hold a valid passportPreferred Skills & QualificationsWe are looking for someone with a connector mindset, who naturally bridges gaps between teams, products, and people. You should be customer-centric, diplomatic and persuasive. A structured and proactive contributor will thrive in this role.Experience in aviation, aerospace, transportation, or safety-critical industriesExposure to Training, Safety, Compliance, or Document Management systemsExperience supporting multi-product or platform-based SaaS offeringsFamiliarity with global customers and cross-cultural communicationExperience contributing to the stand-up of a new Customer Success functionWhy come aboard?Unlimited PTO Flexible work environment Paid Holidays401(k) plan with companyComprehensive benefits package (medical, dental, vision, life insurance, disability insurance, HSA, and FSA)Paid parental leave (12 weeks primary caregiver, 6 weeks secondary caregiver) matchAmple learning and development opportunitiesEmployee referral bonusComply365 is a global company, and our success draws upon our employees' diverse viewpoints, skills, and experiences. We are proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.