Customer Success Manager (508C64B)

Referment is working with a global digital communications compliance company serving financial services organizations. Its AI-powered platform captures and analyzes communications across email, chat, mobile, trade and video channels, helping compliance teams reduce risk and maintain audit-ready records. The company has offices across Europe and North America.

As Customer Success Manager, you will act as a strategic advisor to enterprise customers, guiding them to measurable business outcomes and helping them translate compliance goals into real results. You will own customer health and work closely with Product, R&D, Operations and Sales. The role is based in New York and reports to the Director of Delivery, Customer Success.

The Role

Champion the customer voice across Product, R&D and Operations to maximize value and influence roadmap priorities. Own customer health metrics, proactively addressing risks to satisfaction, adoption and renewal. Drive end-to-end renewals and identify expansion opportunities, partnering with Sales on complex deals.

Track and clearly communicate the status of critical support issues and escalations. Build trusted advisor relationships with decision makers, champions and economic buyers. Lead Quarterly Business Reviews and customer training sessions focused on outcomes and renewal readiness.

Create Mutual Success Plans with clear objectives, success metrics and next steps.

What We're Looking For

• Experience in customer success or account management, ideally with enterprise B2B customers.
• Strong communication and executive engagement skills, with the ability to build trust with senior stakeholders.
• Comfort owning health metrics and turning data into proactive outreach.
• Genuine interest in compliance technology or regulated industries.
• This could suit a customer success professional from a SaaS or compliance technology background who enjoys blending strategic advisory with renewal and expansion ownership. #Referment