Senior Client Success Manager

Origami Risk LLC•Sandy Springs, GA

1d•Hybrid

About The Position

The Senior Client Success Manager (CSM) is responsible for the end-to-end success of a portfolio of clients, ensuring strong adoption of the Origami platform and measurable business outcomes. The CSM acts as a strategic partner and trusted advocate, building relationships across client organizations—from day-to-day users to executive and economic buyers—to drive adoption, satisfaction, retention, and growth. The role proactively guides client goals internally and orchestrates cross-functional teams across multiple workstreams to deliver a seamless client experience. Using data-driven insights, industry expertise, and proactive communication, the CSM aligns internal teams and client stakeholders to foster long-term value realization. The position participates in virtual and in-person client engagements and may require occasional travel of up to 10%.

Requirements

Bachelor’s degree in Business Administration, Risk Management, Insurance, Information Systems, Finance, or a related field, or equivalent practical experience.
At least 8 years of experience in a client-facing Customer Success, Account Management, or consulting role within a SaaS organization.
Demonstrated ability to build and maintain productive client relationships.
Strong verbal and written communication skills, including the ability to tailor messaging to different audiences.
Ability to collaborate cross-functionally within a matrixed organization.
Strong organizational and time-management skills, including the ability to manage multiple priorities.
Analytical mindset and ability to interpret data, identify patterns, and draw insights.
Technical aptitude and ability to learn and explain complex software solutions.
Client-first mindset focused on delivering measurable value and outcomes.
Comfort operating in a fast-paced, evolving environment.
Willingness to participate in virtual and in-person client engagements, including occasional travel.
Ability to maintain professionalism, discretion, and confidentiality.
Commitment to continuous learning and professional development.
Experience managing complex, high-value, or multi-stakeholder client accounts.
Ability to engage and influence senior leaders and executives.
Capability to orchestrate internal teams around an overall client strategy.
Experience leading strategic success planning and value realization initiatives.
Strong change-management and stakeholder-alignment capabilities.
Ability to manage escalations and resolve complex issues diplomatically.
Demonstrated mentorship or coaching experience.
Ability to travel up to 10% (1–2 trips per quarter, typically two nights per trip).

Nice To Haves

Strong experience in the risk or insurance industry, or deep operational domain expertise relevant to assigned clients.

Responsibilities

Serve as the primary contact and trusted advisor for assigned client relationships throughout the client lifecycle.
Build and maintain relationships with client stakeholders at operational, managerial, and executive levels.
Understand client business objectives, success criteria, and organizational priorities and align Origami solutions accordingly.
Represent clients internally and ensure their goals, challenges, and feedback are understood and addressed.
Drive adoption of Origami solutions by aligning product capabilities with client use cases and workflows.
Develop and maintain success plans defining client goals, milestones, and measurable business outcomes.
Track usage, engagement, and value metrics to assess client health and progress.
Lead business reviews, including QBRs and SBRs, to communicate realized value, progress, and future opportunities.
Own the client experience across onboarding, stabilization, adoption, and renewal readiness.
Partner with internal teams to support smooth lifecycle transitions and continuity of the client experience.
Support renewal and expansion readiness by ensuring clients understand and realize the value of their investment.
Collaborate with Account Management on retention, growth opportunities, and long-term account strategy.
Monitor client health indicators, sentiment, and usage trends to identify risks early.
Coordinate cross-functional resources to mitigate risks and resolve issues affecting client satisfaction.
Manage escalations professionally, communicating clearly and maintaining accountability.
Align and manage client expectations throughout issue resolution.
Orchestrate Support, Technical Account Management, Product, Training, Professional Services, and Account Management teams to deliver client outcomes.
Provide internal teams with clear context and prioritization when coordinating client needs.
Synthesize client feedback and enhancement requests, document them, and share them appropriately.
Partner with Product teams to communicate client needs, trends, and thematic insights.
Lead client meetings with clear agendas, outcomes, and follow-through.
Maintain accurate, current documentation about client goals, risks, and engagement plans.
Communicate support tier usage, scope considerations, and constraints transparently when applicable.
Identify opportunities to improve processes, playbooks, and the client experience.
Maintain working knowledge of Origami modules relevant to assigned clients.
Apply industry and domain context to client conversations, recommendations, and success strategies.
Translate client workflows and challenges into product-aligned solutions and best practices.
Continuously build knowledge of industry trends, regulatory considerations, and emerging client needs.

Benefits

Medical and dental coverage for employees, dependents, domestic partners, and spouses.
Flexible paid time off options and 10 paid company holidays where available.
Hybrid work for all full-time positions, with many positions eligible to be completely remote.
Vision insurance, short- and long-term disability insurance, and basic life insurance fully paid by Origami Risk.
Family leave options, including for adoption and foster care placements.
Pre-tax savings accounts, including Flexible Spending Accounts, Health Savings Accounts, commuter benefits, and Dependent Care Savings Accounts.
401(k) retirement savings plan with company match up to 4%.
Confidential, free Employee Assistance Program support for personal or work-related complications.
Education Assistance Program for industry- or role-specific certifications.
Wellness reimbursement program to support healthy habits, productivity, and stress management.
Optional pet insurance, critical illness insurance, and voluntary life and AD&D coverage.