Senior Customer Success Manager

Description

G2 Risk Solutions helps organizations make safer, smarter business decisions through risk, compliance, and merchant monitoring solutions. We serve a global customer base across multiple industries and geographies, partnering with customers to solve complex business challenges while delivering measurable business outcomes.

This is a senior role at the heart of our Bankruptcy Risk business. As a Senior Customer Success Manager, you will lead relationships with some of our most strategically important customers, own their retention and renewal, and partner with Sales on growth. You will help major financial institutions realize lasting value from our solutions.

In this role, you will build relationships across customer teams, understand what they need to achieve, and bring the right people together to address complex challenges. You will work with Business Operations, Sales, Product, and Engineering to turn that understanding into better customer outcomes.

Your customers include banks, credit unions, lenders, mortgage servicers, debt buyers, and collection agencies. Our bankruptcy solutions help them move from detecting a filing to monitoring a case, filing a claim, and tracking recovery. You will help these organizations get value from that work across complex, consequential operations.

Key responsibilities

• Own retention and renewal for a portfolio of Bankruptcy Risk accounts, including some of our largest and most strategic customers. Set renewal strategy early and lead commercial discussions and contract changes with Sales and Legal to protect recurring revenue.
• Develop a clear strategy for each major account, grounded in the customer’s priorities, adoption, risks, and opportunities. Align internal partners around the outcomes that will strengthen the relationship over time.
• Proactively monitor customer health across the portfolio, identify risk early, and own the response. Build and execute mitigation and recovery plans through resolution, drawing on teams and resources across the organization to protect relationships and revenue.
• Partner with Sales to identify and develop growth opportunities across our bankruptcy solutions, using your understanding of each customer’s goals, workflows, and unmet needs to shape the opportunity.
• Build trusted relationships across each customer organization, from day-to-day users to senior decision-makers. Lead senior-level customer engagement to understand changing priorities, strengthen sponsorship, and advance the relationship.
• Lead strategic business reviews that start with the customer’s priorities, show the outcomes our solutions are delivering, and create a substantive conversation about what comes next.
• Lead the customer relationship through onboarding and implementation, partnering with Business Operations, Product, and Engineering to help customers go live, adopt the solution, and realize value as quickly as possible.
• Bring customer feedback, emerging needs, and recurring points of friction to Product and Operations. Work with those teams to improve the customer experience and help shape future solutions.
• Help customers use our solutions effectively through tailored education that connects platform capabilities to their bankruptcy workflows and business goals.
• Own the customer relationship when questions or service issues arise, coordinating with the appropriate teams to reach a timely resolution and keeping the customer informed.
• Lead and motivate the team, setting clear priorities and holding people accountable for results.
• Continuously evaluate processes, workflows, and tools to find areas for improvement, and drive changes that increase efficiency and quality.

Requirements

Critical skills

• Enterprise account management and executive relationship leadership with senior stakeholders at regulated financial institutions
• Commercial acumen, including renewal strategy, identifying and developing growth opportunities with Sales, and working with the broader commercial team on complex renewals
• Ability to master complex, workflow-driven products and customer-specific implementations and to discuss them credibly with customer leaders
• Analytical and forecasting capability, using usage, renewal, and account health data to identify risk and opportunity
• Executive communication and influence across a matrixed organization, with independent ownership of a portfolio

Qualifications

• 5 or more years in Customer Success, Strategic Account Management, Enterprise Account Management, or a related customer-facing role with enterprise customers
• Demonstrated success managing strategic or enterprise portfolios with accountability for retention and renewals, and partnering with Sales on growth
• Experience leading executive-level customer engagements and navigating complex stakeholder environments
• Experience in bankruptcy, collections, consumer lending, mortgage servicing, or financial services strongly preferred
• Experience in B2B SaaS, technology, data, or information services preferred
• Experience with Salesforce, HubSpot, and customer success technologies preferred
• Bachelor's degree preferred

This range represents the low and high end of the anticipated base salary range. The actual base salary will depend on several factors such as experience, knowledge, skills, and location of the job.

Remote, US Base Salary Range: $90,000 - $110,000

Originally posted on Himalayas