Lead / Senior Customer Success Manager

Department : Customer Success

Reporting To :

Founder / Head of Customer Success

About Complyance :

Complyance.io is a global compliance automation platform that enables businesses to meet country-specific e-invoicing and tax compliance requirements across KSA, UAE, Malaysia, Belgium, and Germany. Our platform integrates seamlessly with customer ERP and billing systems to ensure compliant invoice generation and submission to government portals such as ZATCA, FTA, MyInvois, and Peppol. Our mission is to simplify compliance so businesses can focus on growth.

Role Overview : We are looking for a

Lead / Senior Customer Success Manager

to own and scale customer success operations as we grow our customer base from early-stage to mid-scale. This role is critical to ensuring customer onboarding success, handling escalations, driving adoption, and building a high-performing CS team. You will act as the primary customer advocate while working cross-functionally with Sales, Product, Engineering, and Implementation teams.

Key Responsibilities :

1.Customer Success & Account Ownership

Customer Onboarding & Go-Live :

Own end-to-end Onboarding for 15 - 20 customer accounts simultaneously.

Conduct structured kick-off calls to understand customer requirements, integrations, and timelines

Manage onboarding cycles of 15–30 days across defined milestones (Discovery, Setup, Testing, Go-Live)

Lead go-live sessions and ensure successful first compliant invoice submission

Maintain a minimum

95% on-time go-live success rate

Post Go-Live & Adoption :

Conduct regular customer check-ins during early adoption phases

Monitor customer health metrics and proactively address risks

Drive platform adoption and ensure customers realize value

Conduct Quarterly Business Reviews (QBRs) highlighting outcomes and opportunities

Own renewals and retention planning well ahead of contract expiry

Escalation Management :

Independently handle customer escalations and complex scenarios

Coordinate with internal technical and implementation teams to resolve blockers

Manage customer expectations during delays or regulatory changes

De-escalate challenging situations and convert at-risk accounts into successful outcomes

2. Team Leadership & Process Building

Team Management :

Manage and mentor 1- 2 Customer Success Managers or support specialists

Conduct weekly team check-ins, performance reviews, and coaching sessions

Set clear expectations, KPIs, and accountability frameworks

Process & Playbook Development :

Own and continuously improve the customer onboarding and success playbooks

Document best practices, SOPs, and escalation frameworks

Build scalable processes, metrics, and dashboards

Support hiring, onboarding, and training of new CS team members

3. Strategic & Cross-Functional Collaboration

Act as the voice of the customer for Product and Engineering teams

Gather structured customer feedback and translate it into actionable insights

Identify upsell and expansion opportunities across regions or modules

Collaborate with Sales during handovers and renewals

Support creation of customer case studies and success stories

Experience :

4 - 6 years of experience in B2B SaaS Customer Success

Hands-on experience managing 20+ customer accounts concurrently

Prior experience mentoring or managing at least 1–2 team members

Strong track record of customer retention and on-time delivery

Exposure to compliance, regulatory, ERP, or integration-heavy products is highly preferred

Required Skills :

Strong communication skills with the ability to explain complex concepts clearly

Proven ability to manage customer escalations independently

High empathy and customer-first mindset

Strong problem-solving and decision-making skills

Process-driven with a focus on documentation and scalability

Comfortable understanding APIs, ERP integrations, and system workflows

Experience using CRM and project management tools (HubSpot, Salesforce, Linear, etc.)

Data-driven approach to customer health and performance metrics

Preferred Qualifications :

Experience working with customers in KSA, UAE, Malaysia, or EU markets.

Knowledge of e-invoicing regulations (ZATCA, FTA, MyInvois, Peppol).

Exposure to ERP systems such as SAP, Oracle, Zoho, or Tally..

Startup or scale-up experience.

Familiarity with automation tools and workflow optimization.

Compensation & Benefits

Total compensation : 15 - 20 LPA (including ESOPs, and perks), based on experience and fit.

Health insurance coverage.

Flexible working model (Hybrid / Remote).

Learning and development support.

Opportunity to grow into a

Head of Customer Success

role.

Why Join Complyance.io?

Opportunity to build and scale a Customer Success function from the ground up.

Direct impact on customer retention, revenue growth, and company success.

Exposure to global compliance and regulatory technology.

Close collaboration with founders and leadership team.