Job Description

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.

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Primary Responsibilities:

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- Ensure good customer health within the client portfolio.

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- Implement ongoing adoption improvement plans (Onboarding, Web training, Email Campaigns, etc.).

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- Manage client renewals.

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- Maintain regular contact with key decision-makers and schedule stewardship meetings.

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- Coordinate across teams to resolve issues and escalate when necessary.

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- Understand, document, and monitor customer's desired outcomes.

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- Collaborate with Success Consultants on client requests and escalate service issues.

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- Identify client needs and work on developing solutions.

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- Recommend cross-functional improvements to the customer lifecycle.

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- Execute and track corrective action plans for at-risk customers.

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- Identify upsell and cross-sell opportunities.

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- Map customer stakeholders and users to personas.

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- Partner with Account Executives during quarterly reviews to develop growth strategies.

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- Manage feature requests.

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- Maintain knowledge of products/services and industry trends.

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- Travel to client sites as needed.

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Your Skills and Experience:

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- 5+ years in a customer-facing role within the enterprise software industry.

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- Proficiency with MS Office and/or Google Suite.

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- Experience organizing and tracking action items across 20-30 enterprise clients.

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- Ability to prioritize and execute tasks in a fast-paced environment.

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- Strong remote communication skills (phone, email, conference calls, web training).

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- Ability to build relationships with senior stakeholders.

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- Analytical mindset with the ability to derive insights and recommendations.

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- Empathy for customers and focus on value delivery.

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- Excellent communication skills, capable of articulating complex ideas.

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- Decisiveness and sound judgment.

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Preferred Qualifications:

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- Bachelor's Degree (preferred).

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- 8+ years of experience or knowledge of the insurance industry/SaaS.

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Position Details

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- Level: Mid-Senior

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- Type: Full time

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- Industry: Software Development

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📌 Customer Success Manager (Melbourne)
🏢 Riskonnect
📍 Melbourne