Customer Success Manager - Remote

Full-time Permanent Associate
Posted 16 Oct 2026
DescriptionCompany Overview
InvestorCOM is a leading provider of compliance technology software for the wealth management industry. We empower financial institutions with innovative solutions that streamline regulatory compliance, improve client engagement, enhance operational efficiency, and drive asset growth. Our suite of SaaS-based solutions helps firms navigate the ever-evolving regulatory landscape with confidence.
Job Overview
InvestorCOM is seeking a Customer Success Manager to own a portfolio of client relationships and help our clients get full value from our compliance platform. You’ll drive onboarding, adoption and engagement, support renewals, grow your accounts through upsell and cross-sell, and be the go-to contact when clients need help.
The role also requires a solid technical foundation. You’ll troubleshoot issues, speak confidently with client IT and operations teams, and translate technical details into plain language.
What you’ll do
Own day-to-day relationships across a portfolio of clients, keeping their best interests at the center of how they use our platforms and services
Build and carry out a Customer Success Plan with each client, covering both strategic and tactical steps toward their business and compliance goals
Guide new clients through onboarding alongside our Project, Product and Professional Services teams
Drive advisor adoption across your portfolio, including planning and leading client webinars
Lead regular client success meetings, sharing usage metrics, insights and recommendations
Support renewals and contract amendments, with guidance on larger or more complex ones
Proactively identify and pursue upsell and cross-sell opportunities across your portfolio
Act as the main point of contact and escalation owner, resolving issues with internal teams in a timely way
Provide first‑level technical troubleshooting and elevate higher‑risk or sensitive situations to the right resource
Manage incidents and service requests, including client communication on incidents and system updates
Deliver governance reporting on SLAs and KPIs
Share client feedback with Product and advocate for improvements to the client experience
Keep HubSpot and SharePoint records current for your accounts
What we’re looking for
3+ years in customer success, account management or a client‑facing technical role, ideally in B2B SaaS
Background in software development, quality assurance, or equivalent hands‑on technical experience
Post‑secondary education in business, information technology or a related field, or equivalent experience
Solid understanding of how cloud‑based SaaS platforms work, including user roles, permissions, configuration and release cycles
Hands‑on experience troubleshooting web applications and writing clear, detailed escalation tickets
Working knowledge of APIs and integrations, including reading a basic JSON payload or error message
Familiarity with data exchange methods such as file feeds (CSV, SFTP), and with SSO and user provisioning concepts
Strong Excel skills for reporting and analysis, and experience with CRM and ticketing tools, ideally HubSpot
Strong relationship‑building, conflict resolution and negotiation skills, with confidence leading upsell and expansion conversations
Clear, confident communication, including presenting to senior level audiences
A data‑driven, organized approach and the ability to stay calm under pressure
Sound judgment, and knowing when to elevate
Nice to have
Experience in financial services, wealth management or another regulated industry
Basic SQL or experience querying data for reporting
Experience supporting user acceptance testing (UAT) or new feature rollouts
Technical certification or coursework, such as ITIL or Salesforce Administrator
Why Join InvestorCOM?
Build lasting relationships with clients who rely on us to stay compliant
Work on products where security, compliance, and trust truly matter
Grow your career on a Customer Success team with a clear path to greater responsibility
Join a remote‑first, collaborative environment that values ownership and continuous improvement
At InvestorCOM, the differences that make each of us who we are, the perspectives that help define how we think and work, and our individually unique experiences help us drive innovation, both in and outside of the company. We build teams where everyone feels empowered to bring their whole and authentic selves to work. We strongly encourage all qualified candidates to apply, regardless of race, religion, gender, sexual orientation, age, origin, or disability.
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