Customer Success Manager US

Riskonnect, Inc.; Pasig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Riskonnect, Inc. is seeking a Customer Success Manager to be the primary point of contact for a portfolio of clients, driving adoption, managing renewals, and spotting growth opportunities.

You’ll turn data-driven insights into stronger relationships and help every client get more value from their Riskonnect investment by collaborating with Account Executives and cross-functional teams. The role emphasizes proactive health checks, onboarding, and tailored advocacy to maximize retention and

Qualifications

• 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.

Responsibilities

• Be the primary contact for a portfolio of Riskonnect clients and drive adoption.
• Manage client renewals and build strategies to retain and grow accounts.
• Identify upsell and cross-sell opportunities and coordinate with Account Executives.
• Monitor and report on client outcomes and health metrics.
• Coordinate onboarding, training, and adoption campaigns.

Skills

Enterprise Software / SaaS

Customer relationship management

Stakeholder management

Data-driven decision making

Effective communication

Job description

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

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 escape when necessary
• Execute corrective action plans for at-risk customers
• Track and report on results from action plans
• Manage feature request feedback loop
• Collaborate with Success Consultants on client requests and attend status meetings
• Stay informed on Riskonnect products and industry trends

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
• WILLING TO WORK US HOURS, ONSITE

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
• What are you waiting for? Come for a career, stay for the fun!