Customer Success Manager

3 weeks ago

Melbourne, Victoria, Australia Riskonnect, Inc. Full time

Riskonnect is seeking a Customer Success Manager to maintain a portfolio of clients, ensuring satisfaction, retention, and the realization of the company's value proposition. The successful candidate will manage overall account relationships, possess a general understanding of Riskonnect practices and services, and have credibility within the insurance and business community. The role focuses on client satisfaction, retention, and health.

Primary Responsibilities:

  1. Ensure good customer health within the client portfolio.
  2. Implement ongoing adoption improvement plans (Onboarding, Web training, Email Campaigns, etc.).
  3. Manage client renewals.
  4. Maintain regular contact with key decision-makers and schedule stewardship meetings.
  5. Coordinate across teams to resolve issues and escalate when necessary.
  6. Understand, document, and monitor customer's desired outcomes.
  7. Collaborate with Success Consultants on client requests and escalate service issues.
  8. Identify client needs and work on developing solutions.
  9. Recommend cross-functional improvements to the customer lifecycle.
  10. Execute and track corrective action plans for at-risk customers.
  11. Identify upsell and cross-sell opportunities.
  12. Map customer stakeholders and users to personas.
  13. Partner with Account Executives during quarterly reviews to develop growth strategies.
  14. Manage feature requests.
  15. Maintain knowledge of products/services and industry trends.
  16. Travel to client sites as needed.

Your Skills and Experience:

  • 5+ years in a customer-facing role within the enterprise software industry.
  • Proficiency with MS Office and/or Google Suite.
  • Experience organizing and tracking action items across 20-30 enterprise clients.
  • Ability to prioritize and execute tasks in a fast-paced environment.
  • Strong remote communication skills (phone, email, conference calls, web training).
  • Ability to build relationships with senior stakeholders.
  • Analytical mindset with the ability to derive insights and recommendations.
  • Empathy for customers and focus on value delivery.
  • Excellent communication skills, capable of articulating complex ideas.
  • Decisiveness and sound judgment.

Preferred Qualifications:

  • Bachelor's Degree (preferred).
  • 8+ years of experience or knowledge of the insurance industry/SaaS.
Position Details
  • Level: Mid-Senior
  • Type: Full-time
  • Industry: Software Development
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