Customer Success Manager

Customer Success Manager (Vancouver)

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We’re Geo Comply! We are at the forefront of geolocation, cybersecurity, and anti-fraud innovation, developing and delivering cutting‑edge technologies to help ensure regulatory compliance, combat bad online actors, alleviate user friction, and protect businesses from fraud. Achieving significant business and revenue growth over the past three years and dubbed a tech “Unicorn,” Geo Comply has been trusted by leading global brands and regulators for over ten years.

Our compliance‑grade geolocation technology solutions are installed on over 400 million devices and analyze over 12 billion transactions a year. At the heart of it all is the people, united by a deep commitment to problem‑solving and revolutionizing how people and businesses use the internet to instill confidence in every online interaction. With teams across five countries, three continents, and a global customer base, we have no plans to slow down.

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 for assigned accounts. You have the primary responsibility of developing and nurturing business and technical relationships with each of those customers, acting as their go‑to advisor for removing blockers and optimizing the use of Geo Comply’s products and services to drive business results.

You also act as a key connection point between the customer and Geo Comply, communicating customer feedback and insights to internal stakeholders to drive product innovation, operational improvements and continued customer centricity.

• Cultivate and sustain business and technical relationships with customers to ensure long‑term success through delivering value via our solutions.
• Act as the main point of contact and establish a trusted advisor relationship with key customer stakeholders.
• Continuously monitor customer health metrics, conducting regular check‑ins, business reviews, and reporting.
• Drive integrations and lead efforts to onboard new clients and handle aspects such as training, troubleshooting, and product demonstrations.
• Analyze data to identify opportunities for customer experience improvements and business growth.
• Coordinate all stakeholders to achieve customer goals and best performance metrics to deliver value.
• Advocate customer needs/issues cross‑departmentally and coordinate with sales, product, and support teams.
• Proactively take ownership of customer issues and requests, removing blockers, leading troubleshooting and communicating solutions back to stakeholders.
• Maintain and update customer records in the CRM system.
• Identify and manage at‑risk accounts and develop churn prevention strategies.
• Assist in the renewal process and identify upsell and cross‑sell opportunities.
• Conduct and lead customer training after new product features are released or new products are offered.
• Conduct analytics to monitor the success and performance of implemented solutions.
• Prepare and coordinate Business Reviews to actively solve customer problems and ensure that they are maximizing their integration with Geo Comply.
• Develop and maintain a thorough understanding of the company’s products, technologies and systems, processes and overall business requirements, the customer’s structure and use cases, and their laws/regulations and restrictions; continuously interact with colleagues, customers and regulatory bodies.
• Lead project management initiatives to facilitate seamless transitions for customers, including migrating customers from one environment to another and guiding customers through the process of rectifying technical issues stemming from integration errors.
• Any other duties and responsibilities as may be assigned to you by the company consistent with your position.

• Bachelor's degree in Business, Marketing, or related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or related customer‑facing role.
• Strong interpersonal skills…