Customer Success Manager (CSM) – Banking & Compliance

About Cense

Cense is redefining how banks and financial institutions navigate crypto compliance. Our platform automates AML, KYC, and regulatory risk assessments—helping banks confidently onboard and manage crypto-related transactions while staying compliant with evolving regulations.

As our first Customer Success Manager (CSM), you will play a key role in helping banks integrate our solution into their compliance workflows, ensuring a seamless experience from onboarding to adoption. This is an opportunity to build the customer success function from the

ground up—setting the standard for how we engage, support, and grow our banking partnerships.

Role Overview

We’re looking for a strategic, detail-oriented, and customer-focused individual to help banks successfully adopt our compliance automation platform. Unlike a traditional CSM role, your focus isn’t on renewals and upsells—it’s about ensuring banks see value early, integrating our solution into their compliance operations, and surfacing insights that refine our product.

This role is perfect for someone who thrives in regulated industries, enjoys working cross-functionally, and wants to play a pivotal role in scaling an early-stage compliance platform.

Key Responsibilities

• Customer Onboarding & Integration
• Guide banks through the onboarding process, ensuring seamless integration into
• compliance workflows.
• Develop and refine onboarding strategies to optimize time-to-first-value (TTFV).
• Identify and eliminate friction points in adopting crypto compliance automation.
• Customer Feedback & Product Insights
• Act as the voice of our banking customers, surfacing insights that refine our product.
• Conduct deep-dive interviews to understand compliance pain points and feature requests.
• Work closely with Product & Engineering to prioritize enhancements that simplifycompliance operations.

Retention & Risk Mitigation

• Monitor early adoption and engagement metrics to identify banks that need additional support.
• Provide proactive guidance to compliance teams to ensure they fully leverage our riskassessment tools.
• Develop educational resources (guides, webinars, case studies) to support compliance officers and risk teams

Cross-Functional Collaboration

• Work with Sales to refine our Ideal Customer Profile (ICP) based on real adoption
• patterns.
• Help Marketing develop bank-focused success stories that showcase compliance efficiency.
• Partner with Product to improve UI/UX, automation, and reporting features

Who You Are

• Banking & Compliance-Savvy – You understand the challenges banks face with crypto transactions and AML compliance.
• Customer-Centric & Empathetic – You can engage with compliance officers and risk teams, understanding their pain points.
• Highly Analytical – You spot patterns in customer behavior and turn them into actionable insights.
• Excellent Communicator – You translate complex compliance concepts into simple, actionable guidance.
• Self-Starter & Problem-Solver – You take initiative and solve problems before they escalate.
• Growth-Minded – You’re excited about building something from scratch in a fast-growing space

Requirements 

• 2+ years in customer success, compliance operations, or account management in banking, fintech, or RegTech.
• Experience working with AML, KYC, risk management, or regulatory compliance solutions. 
• Ability to engage with bank compliance teams and financial institutions to drive adoption. 
• Strong data-driven mindset—able to track product adoption and success metrics.
• Prior experience collaborating with Product, Sales, and Engineering teams. 

Success Metrics 

Success will be measured by: 

• Time to First Value (TTFV) – How quickly banks integrate and utilize our compliance tools. 
• Adoption Rate – Percentage of institutions actively using key compliance features.
• Customer Feedback & Insights Delivered – Actionable insights shared with Product.
• Customer Satisfaction (NPS, CSAT) – Early customer sentiment and willingness to recommend. 
• Risk Mitigation Impact – Reduction in compliance gaps and manual processes at banks. 

Why Join Cense? 

• Shape the future of banking compliance by helping financial institutions navigate crypto risk. 
• Own the customer success function and lay the foundation for long-term success.
• Work at the intersection of banking, compliance, and fintech—an exciting, high-impact industry. 
• Gain cross-functional experience collaborating with Product, Sales, and Marketing.
• Competitive salary and early-stage equity opportunities.