SME Customer Success Manager (CSM)

About Sedric

Sedric is an AI-powered compliance excellence platform designed for regulated industries. We help financial organizations streamline risk monitoring and ensure compliance with ever-evolving regulations. Our clients rely on Sedric to maintain high compliance standards while enabling growth. As we expand our US footprint and onboard enterprise clients, we’re looking for passionate, experienced professionals to join our team.

About the Role

We’re seeking a Customer Success Manager – Small Medium Enterprise to lead relationships with our SMEs customers,. You’ll be the trusted advisor ensuring clients achieve maximum value from Sedric’s platform, with a strong focus on retention, expansion, and long-term partnerships.

This is a high-impact, client-facing role that requires a combination of business acumen, relationship-building, and technical curiosity.

Responsibilities

• Own the post-sale relationship for a portfolio of SME clients in the collection & financial sector (mainly US-based collection agencies, debt buyers etc).
• Lead onboarding and implementation in collaboration with the Technical Account Managers.
• Develop strategic success plans tailored to SMB client goals, compliance requirements, and KPIs.
• Drive product adoption , ensure value realization, and identify opportunities for upsell and expansion .
• Serve as the voice of the customer , providing product feedback to internal teams and ensuring clients’ evolving needs are addressed.
• Partner closely with Sales, Product, Compliance, and Support to deliver a cohesive and excellent customer experience.
• Conduct regular business reviews (QBRs) and performance check-ins to reinforce value and identify growth opportunities.
• Monitor renewals and retention metrics ; proactively address risks and advocate for customer needs.
• Stay up to date with industry regulations and trends relevant to your portfolio of financial clients.

• 5+ years of Customer Success or Account Management experience with SME clients , ideally in SaaS , Fintech , or RegTech .
• Experience working with banks, credit companies, collection agencies, debt buyers or other regulated financial institutions is highly preferred.
• Understanding of compliance, risk, or operational challenges in the financial services industry is preferred
• Excellent relationship management and communication skills, both written and verbal.
• Comfortable engaging with senior stakeholders (VP, C-level) in complex organizations.
• Proven ability to identify client pain points, propose solutions, and collaborate cross-functionally to drive results.
• Tech-savvy, with the ability to learn and explain technical concepts in a simple, value-oriented way.
• Self-starter who thrives in fast-paced, dynamic environments.
• Thrive in a startup environment - comfortable with ambiguity, taking initiative, and wearing multiple hats.

Nice to Have

• Experience with compliance tools, AI-powered platforms, or risk monitoring systems.
• Familiarity with CRM tools (e.g., HubSpot, Salesforce) and Customer Success platforms.
• Background in Consulting or Enterprise Project Management.

Salary range: $115-130k OTE