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Anecdotes · 1 month ago

Customer Success Manager - East Coast

United States

Full-time

Remote

Mid Level

3+ years exp

Anecdotes is redefining enterprise GRC for the AI era, and they are seeking a proactive and experienced Customer Success Manager to join their US team. In this role, you will ensure clients realize the full value of solutions, guide them through implementation, provide ongoing support, and build long-term relationships to drive client retention and account growth.

Artificial Intelligence (AI)ComplianceCyber SecurityData GovernanceRisk ManagementSaaS

Responsibilities

Serve as the primary liaison between anecdotes and our customers, ensuring seamless communication, coordination, and partnership across all interactions

Act as a trusted advisor to customers as they modernize and scale their GRC programs using the anecdotes platform, providing best practices, industry insights, and strategic guidance

Develop a deep understanding of each customer’s goals, workflows, compliance requirements, and product configuration to continually deliver measurable value and drive ongoing engagement

Monitor customer health, product usage, and sentiment to detect risks early, drive proactive engagement, and improve satisfaction and retention

Lead Executive Business Reviews (EBRs/QBRs) that highlight ROI, adoption trends, maturity progress, and alignment on forward-looking strategies

Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs, quickly resolve challenges, and provide feedback that informs product roadmaps and customer-centric improvements

Manage value realization and lead the process for renewals and expansions, ensuring alignment on outcomes while driving successful negotiations that support long-term partnership growth

Maintain accurate documentation, account plans, customer insights, and health indicators across internal systems (CRM and CS platform) to support effective account management

Qualification

Customer Success ManagementSaaS experienceGRC frameworks knowledgeTechnical aptitudeAnalytical mindsetSales experienceCommunication skillsCross-functional collaboration

Required

3+ years in Customer Success or Account Management in a SaaS or technical product environment

Based in the US - East Coast

Proven ability to manage customer relationships simultaneously, with strong retention results of enterprise customers

Demonstrated technical aptitude and are comfortable navigating data-driven platforms, integrations, and workflow logic

Understanding of GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and the ability to translate compliance concepts into actionable customer outcomes

Excellent communication and presentation skills; can influence both technical users and executive stakeholders

Analytical and problem-solving mindset; able to turn data into insight and action

Strong cross-functional collaboration skills (Product, Onboarding, Support, Sales)