Customer Success Specialist

complead, formerly Sanction Scanner, is the financial crime platform we started in Istanbul in 2020. We run sanctions screening, KYC and KYB, transaction monitoring, fraud detection and case management for more than 800 financial institutions in over 80 countries, from payment companies to tier-one banks. One engine, one customer record, one audit trail.

The name changed this year because the work outgrew it. The standard underneath it did not: compliance software should be judged by what it covers, how fast it answers and whether it can explain itself.

• Deloitte Technology Fast 50 Türkiye, four consecutive years (the latest, our first under the complead name)
• Deloitte Technology Fast 500 EMEA, two consecutive years
• Inc. Türkiye 100 Fastest-Growing Companies, two consecutive years
• G2 AML Overall Leader, three years running
• Listed in Fast Company Best Startups, Fin Crime Tech
  50, Reg Tech
  100 and TOBB 100 Fast Growing Companies

We are looking for a Customer Success Specialist to make sure the banks, payment companies and fintechs that choose complead get real value from it, stay with us and grow with us.

Most of our customers are outside Türkiye. You will spend your day on calls, in training sessions and in email threads in English with compliance officers, MLROs and operations teams, and you will be the person they think of first when they need something from complead.

This is a hands-on seat. You own a set of accounts from the day they sign to the day they renew.

• Onboarding. Take new customers from contract to go-live: kick-off, configuration with our technical team, data and integration checks, and a clear plan with dates.
• Training. Run product training for compliance and operations teams, online and in English, and keep the help material they rely on up to date.
• Adoption and health. Track how each account uses the product, spot the ones that are drifting before they say so, and act on it.
• Renewals and growth. Keep renewals on time, and pass expansion and upsell signals to sales with the context they need.
• The customer's voice. Turn what customers ask for and complain about into clear, prioritised input for our product team.
• Escalations. Own the customer side of urgent issues together with support and engineering, and close the loop when they are fixed.
• Using AI well. Use AI tools to prepare account reviews, summarise calls, draft training material and answer questions faster.

In your first month you learn the product, AML compliance basics and our customers, and you shadow onboarding and training calls. By month three you onboard and train new customers on your own and own your first set of accounts. By month twelve your accounts renew on time, use more of the product than when you took them over, and you can show it in numbers.

• At least 2 years of full-time experience in customer success, account management, onboarding, implementation or another customer-facing role at a B2B software, fintech or financial services company. Internships do not count toward the two years.
• Fluent spoken and written English. You are comfortable running a training session or a difficult call in English with a client abroad. Fluent Turkish as well.
• Experience owning customer accounts: onboarding, adoption, renewals or churn, with results you can put numbers on.
• Comfort with a technical product. You do not have to write code, but you should be happy to learn how an API integration or a screening rule works and explain it to a customer.
• Hands-on experience with a CRM or customer success tool (Hub Spot, Salesforce, Gainsight or similar) and a ticketing tool (Zendesk, Jira, Intercom or similar).
• Clear,…