Customer Success Manager US

A SNAPSHOT OF YOUR ROLEAs 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 DOClient Health & AdoptionEnsure good customer health across your client bookExecute ongoing adoption improvement plans (onboarding, web training, email campaigns, etc.)Understand, document, and monitor customer outcomesRecommend and coordinate lifecycle improvementsRenewals & GrowthManage client renewals and build strategies to retain and grow accountsIdentify upsell and cross-sell opportunitiesPartner with Account Executives for QBRs and growth strategiesRelationship & Stakeholder ManagementMaintain regular contact with key stakeholders; schedule stewardship meetingsMap stakeholders to personas and tailor engagement accordinglyTranslate client needs into actionable solutions across the organizationIssue Resolution & ReportingDrive resolution of identified issues and escalate when necessaryExecute corrective action plans for at-risk customersTrack and report on results from action plansManage feature request feedback loopCollaborationCollaborate with Success Consultants on client requests and attend status meetingsStay informed on Riskonnect products and industry trendsA BIT ABOUT YOUMust-Haves5+ years in a customer-facing role within Enterprise Software or SaaSProven ability to track and organize action items across 20–30 enterprise clientsSkilled in managing stakeholder relationships using remote/virtual toolsExperience developing senior-level client relationshipsAbility to analyze customer behavior and recommend adoption strategiesStrong written and verbal communication skills, with sound judgment and decision-makingGood-to-Haves5+ years of experience in the Insurance or SaaS industryAnalytical, process-oriented approach to managing a client portfolioPrior exposure to risk management, compliance, or GRC platformsWILLING TO WORK US HOURS, ONSITEWHAT WE VALUEWe'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 solutionsEntrepreneurial Energy: Think like an owner. Solve like a founderFast with Intent: We move fast and deliver real resultsLaugh and Learn: We don't take ourselves too seriously, just our resultsWhat are you waiting for? Come for a career, stay for the fun!