Manager - Scaled Client Success Management

Origami Risk•Atlanta, GA

12d•Hybrid

About The Position

Overview The Manager, Client Success Management is responsible for leading a team accountable for the end-to-end success of a scaled portfolio of clients, ensuring they realize measurable business outcomes from the Origami platform. This role is designed for a high-volume coverage model (1:25 or greater client-to-CS ratio) and emphasizes a 1:many engagement strategy, consistent adoption of platform workflows (including case management and request intake), scalable enablement, and lead generation. As a strategic leader and coach, this role ensures the team delivers a proactive, consistent client experience across onboarding, adoption, and retention and growth. This role develops repeatable success plays, uses data-driven insights to manage health across a large book of business, and partners cross-functionally to remove friction and improve the client lifecycle at scale. Responsibilities People Leadership & Team Performance Leads, coaches, and develops a team of Client Success Managers operating within a scaled coverage model. Establishes performance expectations and operating rhythms that ensure consistent client impact at scale (team cadence, portfolio reviews, goal setting, and quality standards). Mentors and enables team members through onboarding, ongoing skill development, and continuous improvement of customer success fundamentals. Provides regular performance feedback aligned to measurable outcomes, client experience, and operational discipline. Develops strong interlocks with Director(s), Client Success Management, and peer organizations to ensure the Origami Risk organization maintains a client centric operating model. Client Outcomes, Adoption & Retention Ensures the team drives adoption of contracted features and functionality to maximize ROI and platform outcomes. Monitors usage, engagement trends, and health signals to identify risks and opportunities across the portfolio. Provides coaching and direction on strategic business reviews, health summaries, and success plans to maintain and enhance platform performance. Drives satisfaction improvement plans for at-risk clients, coordinating with internal stakeholders to resolve concerns. Risk & Health Monitoring Monitors client usage dashboards to identify early signs of disengagement and escalate concerns as needed. Identifies routine issues and coordinates with Support to drive timely resolution. Flags emerging risks to leadership and participates in implementing straightforward satisfaction improvement actions. Scaled Success Strategy (1:Many + Digital CS) Partners with Marketing and other leaders and subject matter experts within the Client Success organization to execute a 1:many strategy that drives adoption, education, and value realization across a high-volume client base (e.g., webinars, office hours, lifecycle campaigns, reusable success plans, guides, enablement toolkits). Establishes scalable touchpoints and segmentation approaches that ensure the right clients receive the right level of support at the right time. Partners with cross functional stakeholders to reduce one-off work and increase self-service and repeatable client programs. Tracks and documents action items related to client goals and success plans. Operational Excellence Leads consistent execution of case management workflows and request intake processes, ensuring quality triage, prioritization, and client communication. Promotes best practices for managing inbound volume in a scaled model while maintaining customer confidence and clarity. Identifies patterns in request types, blockers, and recurring pain points; partners with Support, Strategy, and Product to improve workflows and reduce repeat friction. Drives proactive motions to increase adoption, retention, and growth. Cross Functional Leadership & Client Advocacy Serves as an escalation point and internal advocate for clients, ensuring context and insights are communicated effectively to Support, Strategy, and Product teams. Captures and synthesizes client feedback, usage data, and enhancement requests; collaborates with Product and Strategy to influence roadmap priorities and enablement investment. Partners with Account Management leadership on renewal strategy, growth opportunities, and communication plans for key client segments. Coordinates internal resources across departments to manage multiple client workstreams in parallel while maintaining a consistent client experience. Industry & Product Expertise Builds foundational knowledge of Origami modules relevant to the team’s portfolio. Learns core concepts of the risk/insurance ecosystem or general Core workflows. Understand typical client roles (administrators, adjusters, analysts, managers) and their goals.

Requirements

Bachelor’s Degree in Information Systems, Business Administration, or related field (or equivalent experience).
7+ years experience in a client-facing Customer Success / Client Services role within a SaaS environment, with experience managing highly configurable platform in a regulated industry (Insurtech preferred).
2+ years people management experience (direct leadership preferred).
Superior communication and presentation skills, with confidence in engaging C-suite stakeholders.
Strong interpersonal skills and relationship-building abilities; able to coach others in influence and conflict resolution.
Proven ability to operate successfully in a scaled / high-volume environment, balancing client outcomes with operational efficiency.
Technical aptitude and ability to guide the adoption of complex software workflows, including integrations, user readiness, and process alignment.
Ability to travel up to 25%.

Responsibilities

Leads, coaches, and develops a team of Client Success Managers operating within a scaled coverage model.
Establishes performance expectations and operating rhythms that ensure consistent client impact at scale (team cadence, portfolio reviews, goal setting, and quality standards).
Mentors and enables team members through onboarding, ongoing skill development, and continuous improvement of customer success fundamentals.
Provides regular performance feedback aligned to measurable outcomes, client experience, and operational discipline.
Develops strong interlocks with Director(s), Client Success Management, and peer organizations to ensure the Origami Risk organization maintains a client centric operating model.
Ensures the team drives adoption of contracted features and functionality to maximize ROI and platform outcomes.
Monitors usage, engagement trends, and health signals to identify risks and opportunities across the portfolio.
Provides coaching and direction on strategic business reviews, health summaries, and success plans to maintain and enhance platform performance.
Drives satisfaction improvement plans for at-risk clients, coordinating with internal stakeholders to resolve concerns.
Monitors client usage dashboards to identify early signs of disengagement and escalate concerns as needed.
Identifies routine issues and coordinates with Support to drive timely resolution.
Flags emerging risks to leadership and participates in implementing straightforward satisfaction improvement actions.
Partners with Marketing and other leaders and subject matter experts within the Client Success organization to execute a 1:many strategy that drives adoption, education, and value realization across a high-volume client base (e.g., webinars, office hours, lifecycle campaigns, reusable success plans, guides, enablement toolkits).
Establishes scalable touchpoints and segmentation approaches that ensure the right clients receive the right level of support at the right time.
Partners with cross functional stakeholders to reduce one-off work and increase self-service and repeatable client programs.
Tracks and documents action items related to client goals and success plans.
Leads consistent execution of case management workflows and request intake processes, ensuring quality triage, prioritization, and client communication.
Promotes best practices for managing inbound volume in a scaled model while maintaining customer confidence and clarity.
Identifies patterns in request types, blockers, and recurring pain points; partners with Support, Strategy, and Product to improve workflows and reduce repeat friction.
Drives proactive motions to increase adoption, retention, and growth.
Serves as an escalation point and internal advocate for clients, ensuring context and insights are communicated effectively to Support, Strategy, and Product teams.
Captures and synthesizes client feedback, usage data, and enhancement requests; collaborates with Product and Strategy to influence roadmap priorities and enablement investment.
Partners with Account Management leadership on renewal strategy, growth opportunities, and communication plans for key client segments.
Coordinates internal resources across departments to manage multiple client workstreams in parallel while maintaining a consistent client experience.
Builds foundational knowledge of Origami modules relevant to the team’s portfolio.
Learns core concepts of the risk/insurance ecosystem or general Core workflows.
Understand typical client roles (administrators, adjusters, analysts, managers) and their goals.

Benefits

Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
Paid Time Off – Flexible options plus 10 paid company holidays where available
All full-time positions are hybrid, with many eligible to be completely remote
Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
Generous family leave options—including adoption and foster care placements
Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
Retirement Savings – 401(k) with company match up to 4%
Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
Education Assistance Program – to help colleagues pursue industry/role-specific certifications
Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage
Flexible PTO not available in California or the UK