Senior Customer Success Manager
About The Position
G2 Risk Solutions is seeking a Senior Customer Success Manager for its Bankruptcy Risk business. The role leads relationships with strategically important customers, owns retention and renewal, and partners with Sales on growth. Customers include banks, credit unions, lenders, mortgage servicers, debt buyers, and collection agencies. The position helps these organizations realize value from bankruptcy solutions spanning filing detection, case monitoring, claims filing, and recovery tracking. The Senior Customer Success Manager builds relationships across customer organizations, understands business priorities, and coordinates with Business Operations, Sales, Product, Engineering, and other teams to address complex challenges and improve customer outcomes. The role leads customer engagement from onboarding and implementation through adoption, ongoing service, and strategic reviews. It also leads and motivates the team and drives improvements to processes, workflows, and tools.
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 usage, renewal, and account health data to identify risks and opportunities.
- Executive communication and influence across a matrixed organization, with independent ownership of a portfolio.
- Five 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.
Nice To Haves
- Experience in bankruptcy, collections, consumer lending, mortgage servicing, or financial services.
- Experience in B2B SaaS, technology, data, or information services.
- Experience with Salesforce, HubSpot, and customer success technologies.
- Bachelor's degree.
Responsibilities
- Own retention and renewal for a portfolio of Bankruptcy Risk accounts, including major strategic customers; set renewal strategy early and lead commercial discussions and contract changes with Sales and Legal.
- Develop account strategies based on customer priorities, adoption, risks, and opportunities, and align internal partners around customer outcomes.
- Monitor customer health, identify risks early, and own mitigation and recovery plans through resolution.
- Partner with Sales to identify and develop growth opportunities across bankruptcy solutions.
- Build trusted relationships throughout customer organizations, lead senior-level engagement, understand changing priorities, strengthen sponsorship, and advance relationships.
- Lead strategic business reviews focused on customer priorities, delivered outcomes, and future opportunities.
- Lead customer relationships through onboarding and implementation, coordinating with Business Operations, Product, and Engineering to support go-live, adoption, and value realization.
- Bring customer feedback, emerging needs, and recurring friction to Product and Operations, and work with them to improve the customer experience and shape future solutions.
- Provide tailored customer education that connects platform capabilities to bankruptcy workflows and business goals.
- Own customer relationships when questions or service issues arise, coordinate resolution with appropriate teams, and keep customers informed.
- Lead and motivate the team, set clear priorities, and hold people accountable for results.
- Evaluate processes, workflows, and tools, and drive improvements that increase efficiency and quality.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
