Customer Success Manager

We’re GeoComply! We're a market-leading, hyper-growth technology provider with teams across five countries and three continents with a global customer base. And we have no plans to slow down.

Achieving 650% growth in annual revenue over the past three years and dubbed a tech “Unicorn,” we’re revolutionizing how people and businesses use the internet to instill confidence in every online interaction. Trusted by leading brands and regulators for the past ten years, our geolocation solutions are installed on over 400 million devices and analyze over 10 billion transactions a year.

At the heart of it all is the people - we are deeply committed to creating and sustaining a world-class experience for our employees and partners, and providing for the needs of our customers.

Are you a solution-oriented Customer Success Manager with a track record of building strong customer relationships to deliver business results? Are you looking for an opportunity to contribute your talents and energy to the growth and success of a hyper-growth, pre-IPO unicorn?

As a Customer Success Manager, you are at the front-lines of our business, leading the charge in building transformational relationships with our valued customers. In this role you work to improve the Customer Experience. You have the primary responsibility of developing and nurturing trusted and strategic relationships with each of those customers, acting as their go-to advisor for removing blockers and optimizing the use of GeoComply’s products and services to drive business results. You also act as a key connection point between the customer and GeoComply, communicating customer feedback and insights to internal stakeholders to drive product innovation, operational improvements and continued customer centricity.

• Develop a deep understanding of each customer’s business, technologies, processes, and teams and leverage that knowledge to deliver an excellent customer experience for each account.
• Understand and anticipate each customer’s current and future needs, connect the dots between those needs and our product offering, and work collaboratively with them to ensure our products and services can support them and drive continued value.
• Keep internal Customer Management Solutions up to date to ensure all communications are recorded and knowledge is shared across the business.
• Liaise with Operations team to ensure prepare and present integration health and business review presentations clients quarterly
• Work with Fraud Specialists, government relations, training, Customer Support,  operations teams and product to deliver weekly, monthly, quarterly and annual reports to help communicate our value to customers, improve integrations, flag fraud concerns, highlight compliance risks, position new products, assist in training and strengthen usability
• Understand the business and customer value for new products, features and upcoming releases, and educate customers to drive product adoption.
• Identify and drive new opportunities to expand the commercial relationship with the customers and grow the revenue.
• Identify customer training needs and partner with the GeoComply Training team to facilitate tailored and impactful education and training plans for each customer.
• Partner with customer support, onboarding, performance, and release management teams to foster an open, collaborative environment where customer and GeoComply teams can work together to drive customer success.
• Monitor and analyze customer communication, including JIRA tickets, emails and product requests. Proactively respond to customer issues and requests, removing blockers, leading troubleshooting and communicating solutions back to stakeholders.
• Complete SWOT analysis of current customer contact and issue resolution systems and processes, identify opportunities for improvement, and partner with internal and customer teams on continuous improvement initiatives.
• Monitor transactional and commercial data for each customer, ensuring continued strong performance for both customer and GeoComply.

• 3+ years of experience leading strategic customer accounts and proactively managing customer relationships.
• Have experience with Zendesk, Kibana, Atlassian, Salesforce.com, and Slack.
• Experience liaising with internal and external technical teams, with the ability to communicate and recommend solutions to fit the customer’s requirements.
• Strong customer experience orientation, providing exceptional customer service in all interactions, including in-person and virtually.
• Exceptional verbal and written communication skills, with the ability to adapt communication style to fit the needs of the audience. Strong presentation skills at all levels of leadership.
• Resourceful and detail-oriented, with strong organizational and troubleshooting skills.
• Demonstrated ability to gather insights from customer data and make data-driven decisions.
• Ability to travel up to 25% of the time.

Bonus Points if You

• Have experience preparing and presenting reports, data analyses and presentations.
• A history of working effectively in multi-channel, multi-product companies where internal/external bridge-building and partnering is an essential qualities.
• Have knowledge of US gaming and sports betting compliance, regulations, and requirements.
• Post-secondary education in business, communications, engineering, or other related fields.
• You are fluent in other languages than English.

Why GeoComply?

Joining the GeoComply team means you’ll be part of an award-winning company to work, learn and grow. We are fast-paced, high-impact, and have a can-do team culture.

To be successful in our organization, you need an eager attitude, professionalism, and the confidence to willingly work to prove yourself and your ideas, and earn the trust of the organization.

Here’s why we think you’d love working with us.

We’re working towards something big

We’ve built a reputation as the global market leader for geolocation compliance solutions for over 10 years. We’re trusted by customers from all over the world, and the next few years will be particularly exciting as we continue to scale across new markets.

Our values aren’t just a buzzword

Our values are the foundation for what we as a company care about most. They signify the commitment we make to each other around how we act and what we stand for. They are our north star as we work together to build a company we’re all proud to be a part of. Learn more, here.

Diversity, equity, and inclusion are at the core of who we are

In collaboration with our team and external partners, we promote DEI in our recruitment and hiring practices; scholarships and financial aid; training and mentorship programs; employee benefits, and more.

Learning is at the heart of our employee experience

At GeoComply, we foster an environment that empowers every employee to gain the knowledge and abilities needed to perform at their very best and help our organization grow. From a professional development budget to local training opportunities, knowledge-sharing sessions and more, we are continually investing in employee career growth and development.

We believe in being a force for good

We profoundly care about our impact on the world and strive to make meaningful contributions to the communities we work and live in. Our Impact division focuses on philanthropic and social responsibility initiatives, including supporting our local communities, advancing equality, and harnessing our technology to protect vulnerable groups. Learn more, here.

We care about our team

Our GeoComply team is talented, driven and hard-working, and is known for its positive attitude and energy.  At GeoComply, we take care of our employees with the total package. Team members are generously rewarded with competitive salaries, incentives, and a comprehensive benefits program.

We value in-person collaboration

The benefits we have seen from teams being together have been tremendous in how we are able to collaborate and swiftly inform each other on what is happening across the company. By introducing an 80% attendance rate, we have seen the value in achieving more together as a company as we continue to foster collaboration across team members and departments.

Apply Now!

Interested in joining our team? Send us your resume and a cover letter. We can’t wait to meet you!

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At GeoComply, we live our value of Act with Integrity. Our workplace is built on mutual respect and inclusion, and we welcome applicants of all backgrounds, experiences, beliefs, and identities. Creating an accessible interview experience for all candidates is important to us. If you have any requests (big or small) throughout our hiring process, please don’t hesitate to let us know so we can do our best to prioritize your needs.

We care about your privacy and want you to be informed about your rights. Please read our Applicant Privacy Notice before applying for the position.