A SNAPSHOT OF YOUR ROLE
As a Customer Success Manager, you'll be the primary point of contact for a portfolio of Riskonnect clients — driving adoption, managing renewals, and spotting growth opportunities. You'll turn data-driven insight into stronger relationships and help every client get more value out of their investment in Riskonnect.
WHAT YOU'LL DO
Client Health & Adoption
- Ensure good customer health across your client book
- Execute ongoing adoption improvement plans (onboarding, web training, email campaigns, etc.)
- Understand, document, and monitor customer outcomes
- Recommend and coordinate lifecycle improvements
Renewals & Growth
- Manage client renewals and build strategies to retain and grow accounts
- Identify upsell and cross-sell opportunities
- Partner with Account Executives for QBRs and growth strategies
Relationship & Stakeholder Management
- Maintain regular contact with key stakeholders; schedule stewardship meetings
- Map stakeholders to personas and tailor engagement accordingly
- Translate client needs into actionable solutions across the organization
Issue Resolution & Reporting
- Drive resolution of identified issues and escalate when necessary
- Execute corrective action plans for at-risk customers
- Track and report on results from action plans
- Manage feature request feedback loop
Collaboration
- Collaborate with Success Consultants on client requests and attend status meetings
- Stay informed on Riskonnect products and industry trends
A BIT ABOUT YOU
Must-Haves
- 5+ years in a customer-facing role within Enterprise Software or SaaS
- Proven ability to track and organize action items across 20–30 enterprise clients
- Skilled in managing stakeholder relationships using remote/virtual tools
- Experience developing senior-level client relationships
- Ability to analyze customer behavior and recommend adoption strategies
- Strong written and verbal communication skills, with sound judgment and decision-making
Good-to-Haves
- 5+ years of experience in the Insurance or SaaS industry
- Analytical, process-oriented approach to managing a client portfolio
- Prior exposure to risk management, compliance, or GRC platforms
- WILLING TO WORK MORNING SHIFTS, ONSITE
WHAT WE VALUE
We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Curious and Clever: Smart questions spark smart solutions
- Entrepreneurial Energy: Think like an owner. Solve like a founder
- Fast with Intent: We move fast and deliver real results
- Laugh and Learn: We don't take ourselves too seriously, just our results
What are you waiting for Come for a career, stay for the fun!
