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About the Role
As a Senior Customer Success Manager, you will lead relationships with strategically important customers in the Bankruptcy Risk business, owning their retention and renewal, and partnering with Sales on growth. You will help major financial institutions realize lasting value from our solutions by building relationships, understanding customer needs, and coordinating with internal teams to address complex challenges.
Responsibilities
- Own retention and renewal for a portfolio of Bankruptcy Risk accounts, including large and strategic customers.
- Develop and execute renewal strategies, leading commercial discussions and contract changes with Sales and Legal.
- Create account strategies based on customer priorities, adoption, risks, and opportunities, aligning internal partners.
- Proactively monitor customer health, identify risks early, and execute mitigation and recovery plans.
- Partner with Sales to identify and develop growth opportunities within bankruptcy solutions.
- Build trusted relationships across customer organizations, from users to senior decision-makers.
- Lead senior-level customer engagements to understand priorities and strengthen sponsorship.
- Conduct strategic business reviews focusing on customer priorities and delivered outcomes.
- Lead customer relationships through onboarding and implementation, ensuring rapid value realization.
- Communicate customer feedback, needs, and friction points to Product and Operations to improve customer experience and shape future solutions.
- Educate customers on solution effectiveness, connecting platform capabilities to their business goals.
- Own customer issue resolution, coordinating with appropriate teams and keeping customers informed.
- Lead and motivate the team, setting priorities and ensuring accountability.
- Continuously evaluate and improve processes, workflows, and tools for 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 discuss them credibly with customer leaders.
- Analytical and forecasting capability, using data to identify risk and opportunity.
- Executive communication and influence across a matrixed organization, with independent portfolio ownership.
- 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.
Skills
- Enterprise account management
- Executive relationship leadership
- Commercial acumen
- Renewal strategy
- Growth opportunity identification
- Complex product mastery
- Analytical capability
- Forecasting capability
- Executive communication
- Influence
- Customer success technologies
Location
- US
Work Type
- Remote
- Full-time
Experience Level
- Senior
- 5+ years
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $90,000 - $110,000
About the Company
- 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.