Customer Success Manager (Night)

Company DescriptionRiskonnect 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 ROLEAs 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 bookExecute ongoing adoption improvement plans (Onboarding, Web training, Email Campaigns, etc.)Manage client renewals and build strategies to retain and grow accountsMaintain regular contact with key stakeholders; schedule stewardship meetingsDrive resolution of identified issues and escalate when necessaryUnderstand, document, and monitor customer outcomesCollaborate with Success Consultants on client requests and attend status meetingsTranslate client needs into actionable solutions across the organizationRecommend and coordinate lifecycle improvementsExecute corrective action plans for at-risk customersTrack and report on results from action plansIdentify upsell and cross-sell opportunitiesMap stakeholders to personas and tailor engagement accordinglyPartner with Account Executives for QBRs and growth strategiesManage feature request feedback loopStay informed on Riskonnect products and industry trendsPrimarily Handling US HoursA Bit About You:5+ years in a customer-facing role within the Enterprise Software or SaaS industryStrong ability to track and organize action items for 20–30 enterprise clientsProven skills in stakeholder relationship management using remote toolsExperience developing senior-level client relationshipsAbility to analyze customer behavior and recommend adoption strategiesEmpathy for customers and a value-driven mindsetAnalytical and process-oriented thinkerStrong written and verbal communication skillsSound judgment and decision-making abilities8+ years of experience in the Insurance or SaaS industry preferredPrimarily Handling US HoursWhat Success Looks Like:Consistent achievement of retention and expansion goalsStrong client relationships with measurable adoption improvementsClear documentation and timely escalation of client issuesSeamless collaboration with cross-functional teams