Senior Customer Success Manager - Compa

Why this role matters

Compa serves the most innovative compensation teams at the world’s top companies. Expectations for customer experience, value delivery, and responsiveness to adapting needs are sky-high – and rightly so.

You will exceed these expectations.

It’s your job to make it easy for customers to love Compa the product and Compa the team. We are not just another data vendor; we are strategic partners with deep relationships with the leaders we serve. You facilitate these relationships and this reputation.

How you will succeed

Build deep, responsive, and strategic customer relationships

The value of Compa depends on the size of our data network, and the size of our data network depends on our ability to grow and maintain relationships within it.

You will own delivering a world-class customer experience for the actual humans we serve (we solve problems for people, not companies or logos).

Moreover you will leverage your curiosity and communication to be a relentless advocate for customer need, value, and voice.

You write emails people want to open. You make people feel taken care of. Customers ask

Drive strategic alignment and tactical engagement

Compa is market intelligence software for comp teams navigating volatile markets. We serve our customers by 1) providing a never-before-seen view of real-time market data; and 2) empowering them to use insights derived from that data to collaborate with stakeholders across their businesses to make strategic decisions, sometimes involving hundreds of millions in spend.

You will own driving both these paths in parallel.

Through deliberately crafted interactions with the personas we work with, you will deftly deliver the right value to the right person at the right time.

You will create executive sponsorship and alignment with senior leadership, and you will connect the dots from product usage all the way up to strategic business value.

Customers stick around when their needs are met – you’ll make sure this happens, however tactical or strategic those needs may be.

Improve and expand our CS infrastructure

The Customer Success team at Compa is small but mighty (and growing). Some motions are in place, and some are yet to be built. We are expanding our infrastructure to support our growing network.

You are an expert at standing up success plans; designing and delivering QBRs; facilitating product onboarding, adoption and enablement; communicating customer needs to our Product & Engineering teams; collaborating with our Sales team to drive renewals and expansions; and lots more.

Critically, you will help make our current approaches better.

What results we expect

Product engagement broadens and deepens

You will develop a deep understanding of the personas we serve and their use cases for Compa, and you will translate this into concrete actions to drive usage.

This may include increasing users per customer, login frequency, session duration, feature adoption, and more – all in service to making Compa stickier.

Renewals and expansions grow

The work you’ll do will deliver a best-in-class customer experience, relentlessly focused on responsiveness to customer need. The outcome of that work will be renewals and expansions.

You will work closely with Sales to maintain an effective and efficient system of translating customer satisfaction – and need for additional Compa products – into account growth.

When the time comes to sign a new contract, you will have made it easy for the customer to say yes.

Compa’s Insights and Product teams know exactly what our customers want, when, and why

We have strong feedback loops in place, but you’ll make them stronger, higher-fidelity, and faster. You will connect strategic customer objectives to tactical immediate actions our team can take to deliver value and maintain customer loyalty.

Then, you’ll do it again.

Our reputation continues to grow as the most responsive, customer-focused, and comp-savviest team in the comp intelligence world

Every interaction we have with a customer defines who we are to them – good or bad. You will make sure customers leave every interaction with Compa feeling taken care of and eager for our next interaction.