Senior Client Success Manager, Enterprise
- Compensation
- Not disclosed
- Location
- New York, United States; Hybrid 3x/Week - Rosslyn-Arlington, United States
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Contract
- Experience
- Not specified
- Category
- Customer success
- Posted
Must have
- You get hands-on with the products you represent -- you know that product knowledge is the foundation of client trust and your own credibility
- You dig into the why behind client behavior, decisions, and friction points so you can show up with the right answer, not just a response
- You don’t wait for a problem to prompt engagement -- you’re proactive by default and uncomfortable when you haven’t heard from a client in too long
- You build relationships at every level of a client org, not just with day-to-day users, because you know long-term retention depends on value being understood from the top down and you own those execu
- Clear, direct communicator who earns trust with senior stakeholders
- Organized and calm under pressure, with strong instincts for managing multiple accounts at different stages simultaneously
Full description
About RiskSpan
We build the analytics and data infrastructure that mortgage and structured finance professionals rely on to understand risk, run models, and make decisions with confidence. Our platform, Edge, serves portfolio managers, risk teams, and quantitative analysts at some of the most sophisticated financial institutions in the market. We’re growing and we need the operational foundation to match.
TL;DR
We’re looking for a Senior Client Success Manager to join a small, high-performing team focused on our enterprise client base. You’ll own the post-sale relationship for a portfolio of complex, data-driven accounts, serving as a strategic thought partner who leverages deep product and industry knowledge to drive adoption, retention, and growth. This role is for someone who knows enterprise SaaS inside and out, has worked with financial services clients, and understands how to navigate the full lifecycle of a sophisticated customer relationship.
What You’ll Do Own your book of business
- Serve as the primary point of contact for a portfolio of enterprise clients, maintaining strong relationships at multiple levels within each account
- Show up where clients are: industry conferences, events, and forums are part of how you build and maintain relationships
- Monitor client health, usage, and engagement signals and act on them before they become issues
- Own your book’s key metrics: gross revenue retention, net revenue retention, expansion ARR, and client health scores
Drive adoption and value
- Partner with the onboarding team to ensure a smooth client transition and strong start on Edge
- Monitor adoption and usage patterns post-onboarding, proactively engaging clients to ensure they are getting full value from Edge and any associated data or managed services
- Drive a structured engagement cadence including quarterly business reviews, regular status calls, and check-ins timed to key client milestones
- Translate client needs and feedback into clear, actionable input for product teams
- Partner with support to ensure issues are resolved quickly and clients are kept informed throughout
Grow and retain
- Own upsell cycles end-to-end within your accounts; partner with the expansion team on complex cross-sells where you are the quarterback, not a referral source
- Manage renewal cycles end to end, including enterprise procurement and legal processes, with appropriate internal escalation as needed
- Flag contract risk early and bring in the right stakeholders before it becomes a problem
What You Bring
- Experience in client success or account management in a B2B SaaS environment, managing complex, technical products for enterprise customers