Full-Time

Customer Success Manager

Toronto

Posted on 9/3/2024

GeoComply

GeoComply

501-1,000 employees

Geolocation compliance and anti-fraud solutions

Enterprise Software
Cybersecurity
Financial Services

Compensation Overview

$84k - $115.5kAnnually

Senior, Expert

Toronto, ON, Canada

Hybrid position in Toronto, ON.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Hubspot
Salesforce
Marketing
Data Analysis
Requirements
  • 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 with a focus on building customer relationships
  • Excellent verbal and written communication skills
  • Strong business and technical aptitude with the ability to understand complex business and customer requirements, prioritizing issues and escalating as required
  • Ability to analyze data and identify trends
  • Experience preparing and presenting reports, data analyses and presentations
  • Proficient knowledge of US gaming and sports betting compliance, regulations, and requirements
  • Proficiency in using CRM software like Salesforce, HubSpot, or similar platforms
  • Highly organized and detail-oriented
  • Self-starter with a proactive approach to problem-solving
  • Ability to work in a fast-paced, team-oriented environment
  • Ability to travel up to 40% of the time
Responsibilities
  • 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.
  • Work with the Integrations team 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.
  • Facilitate 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 GeoComply.
  • Maintain a detailed understanding of the customers’ end products and user journey by evaluating and testing customer apps and monitoring customer app stores and reviews.
  • 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.

GeoComply specializes in geolocation compliance and anti-fraud solutions, focusing on ensuring safe online interactions. The company performs geolocation checks to validate user access, which is essential for industries like online gambling, media streaming, and financial services. Its main product, GeoGuard, helps clients block unauthorized access, particularly from users trying to bypass geographic restrictions using VPNs. This technology is integrated into clients' platforms through software development kits (SDKs), and GeoComply earns revenue from subscription fees and licensing agreements. Unlike competitors, GeoComply emphasizes building people-centered solutions and maintaining strong customer relationships. The company's goal is to enhance online safety and compliance, instilling confidence in every digital interaction.

Company Stage

Growth Equity (Venture Capital)

Total Funding

N/A

Headquarters

Vancouver, Canada

Founded

2011

Growth & Insights
Headcount

6 month growth

-3%

1 year growth

-6%

2 year growth

5%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnership with Intertrust enhances content protection for media streaming services.
  • Acquisition of Betting Hero expands market reach in the sports betting industry.
  • New authentication service through Prophet Exchange diversifies product portfolio in online gambling.

What critics are saying

  • Emerging geolocation technology companies threaten GeoComply's market share with competitive solutions.
  • Rapid evolution of VPN technologies could undermine GeoComply's unauthorized access blocking.
  • Regulatory changes in key markets may impose additional compliance costs for GeoComply.

What makes GeoComply unique

  • GeoComply specializes in geolocation compliance, crucial for online gambling and media streaming.
  • Their GeoGuard solution blocks unauthorized viewers using VPNs, ensuring content rights compliance.
  • GeoComply offers SDKs for seamless integration, enhancing client platforms' security and compliance.

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