Customer Success Manager

Company Description Riskonnect, Inc. is a leading provider of integrated risk management software solutions, helping organizations anticipate, manage, and respond to strategic and operational risks in real time. The company supports risk professionals across the Americas, Europe, and Asia and serves more than 2,500 customers on six continents. Riskonnect's technology connects data and workflows across the extended enterprise to drive insight, efficiency, and resilience. Team members collaborate globally to deliver innovative solutions and strong customer partnerships. To learn more about the organization and its offerings, visit www.riskonnect.com

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