Job Description
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
A SNAPSHOT OF YOUR ROLE
As 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 book
Execute ongoing adoption improvement plans (Onboarding, Web training, Email Campaigns, etc.)
Manage client renewals and build strategies to retain and grow accounts
Maintain regular contact with key stakeholders; schedule stewardship meetings
Drive resolution of identified issues and escalate when necessary
Understand, document, and monitor customer outcomes
Collaborate with Success Consultants on client requests and attend status meetings
Translate client needs into actionable solutions across the organization
Recommend and coordinate lifecycle improvements
Execute corrective action plans for at-risk customers
Track and report on results from action plans
Identify upsell and cross-sell opportunities
Map stakeholders to personas and tailor engagement accordingly
Partner with Account Executives for QBRs and growth strategies
Manage feature request feedback loop
Stay informed on Riskonnect products and industry trends
A BIT ABOUT YOU
5+ years in a customer-facing role within the Enterprise Software or SaaS industry
Strong ability to track and organize action items for 20–30 enterprise clients
Proven skills in stakeholder relationship management using remote tools
Experience developing senior-level client relationships
Ability to analyze customer behavior and recommend adoption strategies
Empathy for customers and a value-driven mindset
Analytical and process-oriented thinker
Strong written and verbal communication skills
Sound judgment and decision-making abilities
8+ years of experience in the Insurance or SaaS industry preferred
WHAT SUCCESS LOOKS LIKE
Consistent achievement of retention and expansion goals
Strong client relationships with measurable adoption improvements
Clear documentation and timely escalation of client issues
Seamless collaboration with cross-functional teams
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
Join the A-Team and experience the A-Life!