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About the Role

As a Customer Success Manager, you will act as a strategic advisor to Shield’s customers, guiding them to achieve measurable business outcomes and maximize the value of the Shield platform. You will help customers translate compliance goals into real results—driving risk reduction, operational efficiency, and regulatory confidence. Your role includes sharing relevant product updates and best practices, capturing customer insights to inform Product and R&D, and ensuring every interaction strengthens trust and impact.

Responsibilities

Act as the strategic owner of customer health and a trusted advisor to enterprise customers.
Represent customer needs across Product, R&D, and Operations to influence roadmap priorities.
Monitor and communicate health metrics, proactively addressing risks to satisfaction, adoption, and renewal.
Lead the end-to-end process for renewals and identify expansion opportunities.
Track and reflect the status of critical support issues and escalations.
Build trusted advisor relationships with decision makers, champions, and economic buyers.
Lead Quarterly Business Reviews and customer training sessions focused on outcomes, renewal readiness, and expansion opportunities.
Collaborate with internal teams and customer stakeholders to create a Mutual Success Plan.
Guide customers on leveraging relevant features based on their evolving requirements.

Requirements

5+ years of customer advocacy and engagement experience in an Enterprise SaaS customer success team.
Experience working with Fortune 100 companies and their executives.
Experience owning a book of business of 4-6 Strategic customer accounts.
Proven ability to increase customer satisfaction, adoption, and retention with a technical product.
A fast learner who is naturally curious and thrives in a fast-paced and dynamic work environment.
Experience with the finance industry / Managed customers from the finance industry is an advantage.

Skills

Customer Success Management
Enterprise SaaS
Account Management
Customer Advocacy
Relationship Building
Strategic Planning
Product Expertise
Risk Management
Compliance
Communication Governance
Archiving Solutions

Location

New York

Work Type

Full-time

Experience Level

5+ years

Salary/Compensations

$130,000 USD - $155,000 USD + bonus

About the Company

Shield is a global startup with offices in TLV, NYC, LDN, and LIS.
Shield is the industry’s most comprehensive digital communications governance and archiving solution, purpose-built for financial institutions.
Shield’s platform blends AI innovation with deep regulatory expertise to simplify compliance, strengthen security, and unlock efficiency.
Trusted by leading global financial institutions.
Shield works closely with its partners to help compliance teams uncover hidden risks, prevent financial crimes, and protect both people and markets.
Operations across key financial hubs worldwide.
Focused on building trust: protecting market integrity and creating a world where communication is understood and accountable.
Recognized by Deloitte Fast 500, Dun & Bradstreet’s Top 20 Companies, Regulation Asia Awards, and RegTech Insight Awards Europe.