Customer Success Manager

About the Company

Riskonnect, Inc. provides integrated risk management software that helps organizations identify, manage, and respond to strategic and operational risks in real time across the wider enterprise. The company is recognized by leading analysts and serves more than 2,400 customers across six continents, supported by a global team of over 1,100 risk professionals. Its culture combines innovation, a strong customer success orientation, and an employee-first mindset.

Why Join Riskonnect

The organization values creativity, continuous improvement, collaboration, mutual respect, and purposeful work. It looks for people who are motivated to create value, think boldly, communicate openly, and work with a shared commitment to helping customers succeed. The company also highlights several workplace recognitions, including repeated honors as a Best and Brightest Company to Work For, Business Insurance Best Places to Work, and Great Place to Work certifications in the United Kingdom and India.

Role Overview

Riskonnect is hiring a Customer Success Manager to oversee an assigned portfolio of clients, support retention and growth goals, and help ensure customers realize the full value of the platform. This role owns the overall relationship with accounts in the book of business, requires familiarity with Riskonnect’s products and services, and calls for credibility within the insurance and broader business community. The position focuses on customer health, satisfaction, renewal management, and long-term account success.

Responsibilities

• Monitor and improve the health of the assigned customer portfolio.
• Lead customer improvement initiatives such as onboarding, virtual training, and email outreach.
• Manage renewals and support enterprise contract renewal discussions and negotiations.
• Stay in regular contact with key decision-makers and stakeholders, including stewardship meetings when appropriate.
• Coordinate across internal teams to resolve customer issues and escalate them when needed.
• Ensure customer goals and expected outcomes are clearly documented, understood, and tracked.
• Work closely with the Success Consultant on daily client requests, status meetings, and service escalations.
• Translate customer objectives into actionable solutions by partnering with internal teams.
• Recommend improvements across the customer lifecycle and support cross-functional execution.
• Create and manage corrective action plans for accounts that are at risk, including stakeholder interviews and issue tracking.
• Review action-plan outcomes and follow escalation processes as required.
• Spot opportunities for upsell and cross-sell.
• Map stakeholders and users to customer personas.
• Support Account Executives during Quarterly Business Reviews and contribute to growth planning.
• Manage product feature requests.
• Keep current on Riskonnect’s products, services, and market trends.
• Travel to client locations as needed.

Requirements

• At least 5 years of experience in a customer-facing role within enterprise software.
• Working knowledge of MS Office and Gainsight.
• Ability to organize and track action items across multiple enterprise accounts.
• Comfort working in a fast-moving environment and prioritizing competing tasks.
• Experience building client relationships through remote channels such as phone, email campaigns, conference calls, and web-based training.
• Ability to build senior-level relationships with customers and stakeholders.
• Strong analytical ability to identify insights and adoption recommendations from customer data.
• High empathy for customers and a strong ability to view value from the customer’s perspective.
• Analytical and process-driven way of working.
• Clear communication skills with the ability to explain complex ideas to customers and executives.
• Sound judgment and the ability to make timely decisions.
• Ability to support customers across USA time zones.
• Must be authorized to work in the United States.
• Bachelor’s degree preferred.
• 8+ years of knowledge of the insurance industry and/or SaaS experience.

Additional Information

The employer is committed to equal opportunity hiring. Employment decisions, including hiring, promotion, discipline, and termination, are based on merit, competence, performance, and business needs. The company states that it does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other legally protected status.

Work Style

This is a remote role based in the United States, with occasional travel to customer sites as required.