Senior Customer Success Manager
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Job Description
Senior Customer Success Manager retaining and expanding Bankruptcy Risk accounts for G2 Risk Solutions. Leading renewals, executive relationships, onboarding, and customer outcomes.
Responsibilities:
- Own retention and renewal for a portfolio of Bankruptcy Risk accounts, including major strategic customers
- Set renewal strategy and lead commercial discussions and contract changes with Sales and Legal
- Develop account strategies based on customer priorities, adoption, risks, and opportunities
- Align internal partners around outcomes that strengthen customer relationships
- Monitor customer health, identify risk, and lead mitigation and recovery plans
- Partner with Sales to identify and develop growth opportunities across bankruptcy solutions
- Build trusted relationships from day-to-day users to senior decision-makers
- Lead senior-level customer engagements and strategic business reviews
- Lead onboarding and implementation with Business Operations, Product, and Engineering
- Bring customer feedback and emerging needs to Product and Operations to improve the customer experience
- Provide tailored customer education connecting platform capabilities to bankruptcy workflows and business goals
- Coordinate resolution of customer questions and service issues while keeping customers informed
- Lead and motivate the team, set priorities, and hold people accountable
- Evaluate processes, workflows, and tools and drive improvements in efficiency and quality
Requirements:
- 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
- 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
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