About the role

SwiftComply is looking for a motivated and customer-focused Customer Success Manager (CSM) to lead and manage relationships with a select portfolio of our customers. This role requires a proactive and relationship-driven individual who can balance strategic planning with hands-on account management. The CSM is responsible for driving retention and revenue growth, through cross-selling additional programs, while building relationships at every level of our customers' organizations and collaborating with internal teams to deliver exceptional results.

What you'll do

Strategic Account Leadership and Revenue Growth

• Serve as the primary point of contact for your portfolio of accounts, fostering strong, long-term relationships.
• Develop account plans that map each customer's regulatory programs and departments, pinpointing where SwiftComply can deliver additional value.
• Cross-sell: Proactively uncover opportunities to expand customers into additional SwiftComply programs and introduce them to the Sales team for closure.
• Upsell: Grow existing accounts through higher-tier packages, conversions from SaaS to Usage or added functionality and services within the programs customers already use.
• Own the renewal process for your portfolio, securing on-time renewals and minimizing churn.
• Build and maintain a healthy expansion pipeline in HubSpot, accurately forecasting renewal and expansion revenue.
• Executive engagement: Build relationships beyond day-to-day users with senior stakeholders, such as utility directors, public works leadership, and city or county executives, to secure executive sponsorship and influence strategic and budget decisions.
• Conduct regular account reviews with both operational and senior stakeholders to assess performance, align on goals, and uncover growth opportunities.
• Act as a trusted advisor, understanding customer needs and delivering tailored solutions.

Services Sales and Project Handoffs

• Identify opportunities to offer professional services, such as tailored training, managed services, or program optimizations, based on customer needs.
• Collaborate with the Services Team to scope, price, and present service offerings to customers.
• Facilitate the sales process for service projects and ensure a smooth handoff to the Services Team for execution.
• Maintain oversight of active projects to ensure alignment with customer expectations and successful delivery.

Customer Success and Advocacy

• Advocate for customer needs by gathering and sharing insights with internal teams, including product and support.
• Identify opportunities for case studies and customer success stories to highlight the impact of SwiftComply solutions.
• Ensure timely resolution of escalated issues, working closely with support and product teams.

Data-Driven Insights and Reporting

• Analyze account performance and identify trends, risks, and opportunities for improvement.
• Maintain accurate records of customer interactions, renewal schedules, and account plans using tools like HubSpot and Claude.ai.
• Build and maintain a healthy pipeline in HubSpot, accurately forecasting renewal and upsell revenue and tracking cross-sell opportunities sourced for Sales.
• Contribute to internal discussions and workshops to refine customer success strategies.

Collaboration and Cross-Functional Support

• Work closely with product, support, services, and marketing teams to align on customer objectives and ensure smooth implementation of initiatives.
• Provide structured feedback to internal teams to inform product development and process improvements.
• Participate in workshops to develop and refine account strategies, including health scores and account plans.

Process Optimization and Improvement

• Document best practices, workflows, and customer insights to support team growth and knowledge sharing.
• Leverage CRM and other tools to optimize account management activities.

Who you are

Essential:

• Proven experience in account management, customer success, or a related role (3+ years), preferably in SaaS or compliance industries.
• Strong interpersonal and communication skills, with the ability to build trust and rapport with customers and stakeholders.
• Demonstrated ability to achieve revenue and retention targets through strategic account management.
• Experience identifying and selling professional services and managing handoffs to delivery teams.
• Analytical mindset with proficiency in using CRM tools like HubSpot for tracking and reporting.
• Ability to manage multiple accounts and prioritize effectively in a fast-paced environment.

Preferred:

• Experience working in GovTech or SaaS serving public-sector customers, such as municipalities, utilities, or government agencies.
• Familiarity with water or wastewater compliance programs or similar regulatory industries.
• Experience in developing and executing account strategies, including upsell and cross-sell opportunities.
• Knowledge of customer health metrics and customer lifecycle management.

Key Competencies:

• Customer Focus: Strong commitment to delivering exceptional customer experiences and driving value.
• Strategic Thinking: Ability to align customer needs with business goals and develop long-term strategies.
• Collaboration: Skilled at working across teams to drive outcomes and improve processes.
• Problem-Solving: Analytical and resourceful in addressing challenges and identifying opportunities.
• Adaptability: Flexible and proactive in a dynamic, growth-oriented environment.

Compensation

*To provide equitable pay, we benchmark our compensation. This is the data provided at the time we created this job description; we will re-evaluate the range at the time of offer and thus this range is subject to change.

Please note: Offer is contingent upon a successful completion of a background check. And we are unable to sponsor visas at this time; you must be a Citizen or Permanent Resident authorized to work in the US or Canada

Location

US (Remote)

Canada (Remote)

Benefits

• Healthcare - we offer medical, dental, and vision insurance with an FSA or HSA option
• Life insurance - we offer free life insurance plan for you
• 401(k) - we provide pre-tax / Roth options with match
• Remote - we work remotely and provide a US$1000 home office setup stipend
• Time off - we offer an unlimited time-off policy, and encourage you to take time for vacation, wellness day, etc, for a positive work-life balance
• Parental leave - we want you to enjoy some time with your new addition to the family

Equity, Diversity, and Inclusion

Bring your full self to work.

SwiftComply strives to create an environment for all to participate, be authentic, and feel valued.

We are committed to building an equitable workplace that moves our company and industry forward and know there is work to be done in advancing diversity and inclusion.