ComplyAdvantage
FinTech/RegTech
DigitalCustomerSuccessManager
Neural analysis suggests this role is
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“Digital Customer Success Manager at ComplyAdvantage. Skills: Digital Customer Success, AI and advanced automation workflows, LLMs, prompt engineering, Gainsight, Pendo. drive the execution of our digital and scaled programs. take ownership of strategic digital initiatives”
What You'll Achieve.
drive adoption and retention; delivers value at scale; ensure output quality, data hygiene and accuracy within the digital portfolio to support reliable reporting
Industry & Context.
Handle escalated risk scenarios and complex customer questions that require a deep understanding of our products; Analyse health signals from our largest digital cohorts and deploy and manage targeted plays; Dive deep into customer usage data to identify untapped expansion opportunities within the scaled portfolio; propose tactical adjustments to improve results
operate in a regulated context where accuracy matters more than reach
What They're Looking For.
Must Have
2+ years of experience in Customer Success, Digital Customer Success, a Customer Success Operations adjacent role, Implementation, or a similar customer-facing role within a SaaS environment, Experience with CSPs and digital engagement platforms (e.g., Gainsight, Pendo, ChurnZero), Demonstrable fluency with LLMs as a working tool: prompt engineering, structured outputs, retrieval, eval design, Excellent communication skills with experience in writing and presenting educational content to customers, process and project management skills
Nice to Have
Experience in a FinTech/RegTech environment, Experience working with business intelligence platforms (e.g. Tableau, Looker), Experience with support tools such as Zendesk, Intercom Fin, or equivalent, Working knowledge of MCP, agent frameworks, or RAG architectures: enough to scope what's possible and what isn't, Familiarity with workflow orchestration tools (n8n, Zapier, Make) and knowledge tools (Glean, NotebookLM, internal RAG), Experience working with APIs and Postman
What You'll Do.
drive the execution of our digital and scaled programs
take ownership of strategic digital initiatives
managing complex customer touchpoints
leveraging AI and advanced automation workflows to drive adoption and retention
managing high-impact campaigns
critical risk interventions
and sophisticated customer journeys
ensuring our digital success program delivers value at scale
Operationalise the digital strategy by building and maintaining complex customer journeys (e.g.
adoption accelerators
risk mitigation flows)
Lead targeted and timely engagement with customers that automation can't support efficiently (e.g. high-growth
Configure the orchestration layer in Gainsight (CTAs
rules) and Pendo (Guides
Resource Centre) so the right intervention fires for the right cohort at the right point in the lifecycle
Handle escalated risk scenarios and complex customer questions that require a deep understanding of our products
Analyse health signals from our largest digital cohorts and deploy and manage targeted plays
Dive deep into customer usage data to identify untapped expansion opportunities within the scaled portfolio
Collaborate with customer education and marketing to develop advanced educational content suited for mature or complex customers
Continuously monitor campaign performance (open rates
conversion to feature usage) and propose tactical adjustments to improve results
Conduct A/B testing on messaging to refine our voice and increase engagement
Build and maintain AI-assisted workflows using Claude
and the tooling we sanction internally (Claude Projects
Vertex AI); write the prompts
scope the inputs and outputs
and document the guardrails
Ensure output quality
data hygiene and accuracy within the digital portfolio to support reliable reporting
How You'll Work.
Team & Collaboration
partner closely with CS-Ops (data, Gainsight, BigQuery); partner closely with Customer Education (LMS, in-app guidance); partner closely with Marketing; Collaborate with customer education and marketing to develop advanced educational content
Communication Scope
Excellent communication skills; writing and presenting educational content to customers
Process & Methodology
process and project management skills, managing complex customer touchpoints, managing high-impact campaigns, critical risk interventions, sophisticated customer journeys, building and maintaining complex customer journeys, deploy and manage targeted plays, Build and maintain AI-assisted workflows
Full Job Description
About the Role: We are looking for an experienced Digital Customer Success Manager to drive the execution of our digital and scaled programs. In this role, you will take ownership of strategic digital initiatives, managing complex customer touchpoints and leveraging AI and advanced automation workflows to drive adoption and retention. You will act as a senior practitioner within the digital team, managing high-impact campaigns, critical risk interventions, and sophisticated customer journeys. You will be the bridge between high-level strategy and tactical execution, ensuring our digital success program delivers value at scale. You partner closely with CS-Ops (data, Gainsight, BigQuery), Customer Education (LMS, in-app guidance), and Marketing, and you operate in a regulated context where accuracy matters more than reach. As a Digital Customer Success Manager, you will: Operationalise the digital strategy by building and maintaining complex customer journeys (e.g., adoption accelerators, risk mitigation flows). Lead targeted and timely engagement with customers that automation can't support efficiently (e. g. high-growth, churn risk) Configure the orchestration layer in Gainsight (CTAs, programmes, rules) and Pendo (Guides, Resource Centre) so the right intervention fires for the right cohort at the right point in the lifecycle Handle escalated risk scenarios and complex customer questions that require a deep understanding of our products. Analyse health signals from our largest digital cohorts and deploy and manage targeted plays Dive deep into customer usage data to identify untapped expansion opportunities within the scaled portfolio. Collaborate with customer education and marketing to develop advanced educational content suited for mature or complex customers. Continuously monitor campaign performance (open rates, conversion to feature usage) and propose tactical adjustments to improve results. Conduct A/B testing on messaging to refine our voice and increase en
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