Digital Customer Success Associate - ComplyAdvantage

ComplyAdvantage is currently hiring for a Digital Customer Success Associate to join our Customer Success team. This position will sit remote out of Costa Rica.

What you will be doing:

You'll be charged with helping retain and grow a large portfolio of customers through a data-driven, tech-led approach. You will function as an executor of one-to-many communications, leveraging AI and automation to drive value at scale, while also stepping in for short, high-impact 1:1 sessions at critical inflection points in the customer’s journey (e.g., unlocking growth potential, mitigating churn risk). You will help our customers get the best results by balancing automated campaigns with precise, targeted human intervention when it matters most. You will work alongside senior CS, CX and CS-Ops leaders to help you master the art of Digital Customer Success.

As a Digital Customer Success Associate, you will:

• Own a large portfolio of customers, managing omni-channel campaigns via Gainsight and Pendo to improve success, adoption metrics, and retention.
• Drive customer retention and growth of your customer portfolio
• Utilise various tools to automate, manage, and track the success of various campaigns
• Monitor, identify and act on specific customer signals (e.g. usage drop, usage growth)  to deliver targeted 1:1 consultations
• Leverage data to find new opportunities to implement and prioritise projects and campaigns which help drive awareness, time to value, and retention
• Collaborate closely with CSMs, CS Ops, Product & Engineering Teams & Commercial Sales Organisation to align on analysing and improving customer health, whilst ensuring the business goals are being met through ongoing campaigns
• Support/drive new feature rollouts to the customer portfolio, including running potential cross-customer webinars 
• Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers
• Develop a deep understanding of ComplyAdvantage’s technology to help deliver training and best practice presentations, webinars and office hours

As a Digital Customer Success Associate, you will have:

• Strong team spirit and able to coordinate across teams and build consensus
• A technical curiosity - you may only be mildly familiar with APIs, and MCPs but you have a desire to learn how these things work
• Strong process and project management skills, won't drop any balls!
• Excellent communication skills with experience in writing and presenting educational content to customers
• A data-first mindset, enabling data-driven decision making, and the ability to uncover insights and trends in customer data
• This position requires a B2 (Upper Intermediate) level of English proficiency as the candidate will interact daily with North American clients and documentation.

Nice to haves:

• Experience in a B2B SaaS or FinTech/RegTech environment.
• Experience using AI to build automations
• Experience with Customer Success Software (e.g. Gainsight, Pendo)
• Experience working with business intelligence platforms (e.g. Tableau, Looker)
• Experience working with APIs and Postman