Senior Customer Success Manager

Responsibilities

Retention, Expansion & Revenue Growth Own the commercial relationship for a portfolio of enterprise customers, driving renewals, retention, and expansion. Deliver and exceed upsell and cross-sell targets within existing accounts. Forecast renewals and expansion opportunities with accuracy and visibility. Drive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and upsell performance against defined KPIs. Identify expansion pathways across business units, geographies, and use cases.

Strategic Account Management & Executive Engagement

Serve as a trusted advisor to executive stakeholders, including C-level, business sponsors, IT, and procurement. Develop and maintain long-term, strategic relationships across complex enterprise organizations. Build and execute joint Success Plans aligned to customer business objectives. Conduct data-driven Executive Business Reviews (EBRs) to track value realization and align on forward strategy. Apply a consultative approach to understand customer challenges and position solutions that deliver measurable impact.

Customer Value, Health & Advocacy

Monitor account health using dashboards and analytics to proactively mitigate risk and identify growth opportunities. Define customer roadmap requirements and align them with product capabilities and innovation plans. Partner cross-functionally with Customer Success, Support, Product, Engineering, Marketing, and Leadership to ensure long-term value delivery. Drive customer advocacy through case studies, references, referrals, and testimonials. Collect, analyze, and improve Net Promoter Score (NPS) as a core success metric. Maintain high levels of engagement and proactive communication to ensure customer satisfaction and success.

Requirements

5+ years of consultative, results-driven experience managing and expanding enterprise SaaS accounts (legal/compliance industry experience preferred). Proven track record of retaining and growing enterprise customers in complex, multi-stakeholder environments. Demonstrated success managing high-value accounts and closing expansion opportunities. Strong pipeline management and revenue forecasting capabilities. Ability to build credibility with senior executives and navigate enterprise buying processes. Highly organized, detail-oriented, and strategic mindset, with the ability to manage multiple priorities in a fast-paced environment. Excellent written and verbal communication skills. Comfortable with Salesforce, G-Suite, web conferencing platforms, and reporting/dashboard tools. Willingness to travel as needed.

What we offer

A competitive salary that reflects your skills and experience. Flexible working hours and the freedom to work fully remotely. The chance to be part of something meaningful - helping to build an ethical and compliant business space around the globe. An opportunity to make a real, lasting impact on a rapidly growing company.

About us

Founded by a Danish human rights activist in 2004, today GAN is a global company with a highly diverse team spanning a wide range of both professional and cultural backgrounds - from compliance lawyers and researchers to technology experts, designers, and developers-across our offices in NYC, Copenhagen, and London. GAN’s unique setup within the compliance software industry and its extraordinary team helped GAN revolutionize the compliance space and raise venture capital from leading firms such as Apax and Aquiline Capital Partners.

GAN’s completely integrated and intuitive platform is trusted by many of the world’s leading brands, such as Live Nation and Barrick, to help them better manage their compliance activities all in one place. Read more at www.ganintegrity.com.

[Employer hidden — view at passion-project.co.uk] is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We believe that every employee has the right to work in a positive, collaborative atmosphere that promotes equal opportunities and prohibits discriminatory practices.

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We conduct interviews on an ongoing basis, so we encourage you to submit your application as soon as possible.