Company Description
Riskonnect is a global leader in integrated risk management software solutions. Our advanced technology enables organizations to anticipate, manage, and respond proactively to both strategic and operational risks. With over 2,000 risk professionals, we serve more than 2,500 customers across six continents, delivering innovative solutions to help businesses thrive. For more information, please visit www.riskonnect.com.
A SNAPSHOT OF YOUR ROLE
As a Customer Success Manager, you will be the primary point of contact for a portfolio of Riskonnect clients. You'll be responsible for ensuring client satisfaction, executing adoption plans, managing renewals, and identifying upsell opportunities. Your goal is to build strong relationships with decision-makers, deliver value through data-driven insights, and help clients maximize their investment in Riskonnect's solutions.
Your Daily Responsibilities
- Ensure good customer health across your client book
- Execute ongoing adoption improvement plans (Onboarding, Web training, Email Campaigns, etc.)
- Manage client renewals and build strategies to retain and grow accounts
- Maintain regular contact with key stakeholders; schedule stewardship meetings
- Drive resolution of identified issues and escalate when necessary
- Understand, document, and monitor customer outcomes
- Collaborate with Success Consultants on client requests and attend status meetings
- Translate client needs into actionable solutions across the organization
- Recommend and coordinate lifecycle improvements
- Execute corrective action plans for at-risk customers
- Track and report on results from action plans
- Identify upsell and cross-sell opportunities
- Map stakeholders to personas and tailor engagement accordingly
- Partner with Account Executives for QBRs and growth strategies
- Manage feature request feedback loop
- Stay informed on Riskonnect products and industry trends
A Bit About You
- 5+ years in a customer-facing role within the Enterprise Software or SaaS industry
- Strong ability to track and organize action items for 2030 enterprise clients
- Proven skills in stakeholder relationship management using remote tools
- Experience developing senior-level client relationships
- Ability to analyze customer behavior and recommend adoption strategies
- Empathy for customers and a value-driven mindset
- Analytical and process-oriented thinker
- Strong written and verbal communication skills
- Sound judgment and decision-making abilities
- 8+ years of experience in the Insurance or SaaS industry preferred
What Success Looks Like
- Consistent achievement of retention and expansion goals
- Strong client relationships with measurable adoption improvements
- Clear documentation and timely escalation of client issues
- Seamless collaboration with cross-functional teams
