SwiftComply

Customer Success Manager

• Serve as the primary point of contact for a portfolio of customer accounts
• Foster strong, long-term customer relationships
• Develop account plans mapping customers' regulatory programs and departments
• Identify cross-sell opportunities and introduce customers to Sales for closure
• Upsell higher-tier packages, SaaS-to-Usage conversions, and additional functionality or services
• Own the renewal process, securing on-time renewals and minimizing churn
• Build and maintain expansion and renewal pipelines in HubSpot
• Forecast renewal and expansion revenue accurately
• Engage senior stakeholders and secure executive sponsorship
• Conduct regular account reviews with operational and senior stakeholders
• Act as a trusted advisor and deliver tailored solutions
• Identify and sell professional services such as tailored training, managed services, and program optimizations
• Collaborate with Services to scope, price, present, and hand off service projects
• Oversee active projects to ensure alignment and successful delivery
• Advocate for customer needs and share insights with product and support teams
• Identify opportunities for case studies and customer success stories
• Ensure timely resolution of escalated issues
• Analyze account performance and identify trends, risks, and improvement opportunities
• Maintain customer interactions, renewal schedules, and account plans using HubSpot and Claude.ai
• Contribute to customer success strategy discussions and workshops
• Collaborate with product, support, services, and marketing teams
• Provide structured feedback for product development and process improvements
• Participate in workshops refining health scores and account plans
• Document best practices, workflows, and customer insights
• Leverage CRM and other tools to optimize account management activities