Customer Success Manager

Riskonnect, Inc.; Pasig; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Riskonnect, Inc. is seeking a Customer Success Manager to be the primary contact for a portfolio of clients, driving adoption, managing renewals, and identifying growth opportunities. You will translate data-driven insights into stronger client relationships and maximize value from Riskonnect products.

The role focuses on ensuring healthy customer outcomes, coordinating lifecycle activities, and partnering with Sales and Success teams to retain and grow accounts amidst evolving client needs.

Qualifications

• 5+ years in a customer-facing role within Enterprise Software or SaaS.
• Proven ability to manage action items across 20–30 enterprise clients.
• Skilled in managing stakeholder relationships using remote/virtual tools.
• Ability to analyze customer behavior and drive adoption strategies.
• Strong written and verbal communication with sound judgment.

Responsibilities

• Manage client health and adoption plans across a portfolio.
• Oversee renewals, identify upsell and cross-sell opportunities.
• Collaborate with Account Executives on QBRs and growth strategies.
• Document outcomes and track results of action plans.
• Stay informed on Riskonnect products and industry trends.
• Coordinate lifecycle improvements and client requests.

Skills

Customer-facing

Enterprise Software

SaaS

Stakeholder management

Data analysis

Communication

Job description

Company Description

Riskonnect, Inc. is a leading provider of integrated risk management software solutions, helping organizations anticipate, manage, and respond to strategic and operational risks in real time. The company supports risk professionals across the Americas, Europe, and Asia and serves more than 2,500 customers on six continents. Riskonnect’s technology connects data and workflows across the extended enterprise to drive insight, efficiency, and resilience. Team members collaborate globally to deliver innovative solutions and strong customer partnerships. To learn more about the organization and its offerings, visit www.riskonnect.com

A SNAPSHOT OF YOUR ROLE

As 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 DO

Client Health & Adoption

• Ensure good customer health across your client book
• Execute ongoing adoption improvement plans (onboarding, web training, email campaigns, etc.)
• Understand, document, and monitor customer outcomes
• Recommend and coordinate lifecycle improvements
• Manage client renewals and build strategies to retain and grow accounts
• Identify upsell and cross-sell opportunities
• Partner with Account Executives for QBRs and growth strategies
• Collaborate with Success Consultants on client requests and attend status meetings
• Stay informed on Riskonnect products and industry trends

Relationship & Stakeholder Management

• Maintain regular contact with key stakeholders; schedule stewardship meetings
• Map stakeholders to personas and tailor engagement accordingly
• Translate client needs into actionable solutions across the organization
• Drive resolution of identified issues and elevate when necessary
• Execute corrective action plans for at‑risk customers
• Track and report on results from action plans
• Manage feature request feedback loop

A BIT ABOUT YOU

Must-Haves

• 5+ years in a customer-facing role within Enterprise Software or SaaS
• Proven ability to track and organize action items across 20-30 enterprise clients
• Skilled in managing stakeholder relationships using remote/virtual tools
• Ability to analyze customer behavior and recommend adoption strategies
• Strong written and verbal communication skills, with sound judgment and decision-making

Good-to-Haves

• 5+ years of experience in the Insurance or Saas industry
• Analytical, process-oriented approach to managing a client portfolio
• Prior exposure to risk management, compliance, or GRC platforms