Customer Success Manager - SaaS

Riskonnect, Inc. is seeking a Customer Success Manager to own client relationships across an assigned book of business. The role focuses on customer satisfaction, retention, account health, product adoption, renewals, and identifying opportunities for growth.

Responsibilities:

• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
• Manage client renewals
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate
• Work across the firm to drive resolution of identified issues and escalate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day to day client requests, including attending status meetings and escalate service issues where appropriate
• Articulate client needs objectives and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
• Track results from action plans and follow escalation procedures when appropriate
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trends
• Travel to client sites as needed

Requirements:

• 5+ years of Experience in a customer-facing role in the Enterprise Software Industry
• Familiar with MS Office and/or Google Suite
• Salesforce and Gainsight experience
• Ability to track and organize action items across 50+ enterprise software clients
• Ability to prioritize workload and execute in a fast-paced environment
• Ability to build customer relationships using remote communication tools (e.g., phone, email campaigns, conference calls, web training)
• Ability to develop senior-level relationships
• Ability to drive insights and adoption recommendations to customers by analyzing customer
• Strong empathy for customers and ability to see value through their eyes required
• Analytical and process-oriented mindset
• Ability to communicate clearly and to articulate complex concepts and ideas to customer and executives
• Make timely decisions and have sound judgment
• 5+ years or Knowledge of the Insurance Industry/SaaS experience
• 2–4 years of customer-facing experience in SaaS, sales support, or operations
• Foundational sales and negotiation skills
• Proficiency with Salesforce CRM and Excel/Google Sheets
• Excellent communication and organizational skills
• Ability to handle multiple renewals simultaneously
• Strong attention to detail and process orientation
• Customer-first mindset with a collaborative working style
• Eagerness to learn and grow in commercial and negotiation skills
• Education: Bachelor's Degree Preferred
• Experience in risk and insurance customer support preferred