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Salary: USD 90,000 - 110,000 / annual
G2 Risk Solutions helps organizations make safer, smarter business decisions through risk, compliance, and merchant monitoring solutions. This Senior Customer Success Manager role leads relationships with strategically important customers in the Bankruptcy Risk business, owning their retention, renewal, and growth partnerships with Sales.
You will manage a portfolio of enterprise accounts including banks, credit unions, lenders, mortgage servicers, debt buyers, and collection agencies. Your responsibilities include:
• Own retention and renewal strategy for a portfolio of Bankruptcy Risk accounts, including the company's largest and most strategic customers. Set renewal strategy early and lead commercial discussions and contract changes with Sales and Legal to protect recurring revenue.
• Develop clear account strategies grounded in customer priorities, adoption, risks, and opportunities. Align internal partners around outcomes that strengthen relationships over time.
• Proactively monitor customer health across the portfolio, identify risk early, and own mitigation and recovery plans through resolution.
• Partner with Sales to identify and develop growth opportunities across bankruptcy solutions, leveraging your understanding of customer goals, workflows, and unmet needs.
• Build trusted relationships across customer organizations, from day-to-day users to senior decision-makers. Lead strategic business reviews that start with customer priorities, demonstrate solution outcomes, and create substantive conversations about next steps.
• Lead customer relationships through onboarding and implementation, partnering with Business Operations, Product, and Engineering to help customers go live, adopt solutions, and realize value quickly.
• Bring customer feedback, emerging needs, and recurring friction points to Product and Operations to improve customer experience and shape future solutions.
• Own customer relationships when questions or service issues arise, coordinating with appropriate teams to reach timely resolution.
• Lead and motivate the team, setting clear priorities and holding people accountable for results.
• Continuously evaluate processes, workflows, and tools to find improvement areas and drive changes that increase efficiency and quality.
REQUIREMENTS:
• 5+ years in Customer Success, Strategic Account Management, Enterprise Account Management, or 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
• Critical skills: enterprise account management and executive relationship leadership with senior stakeholders at regulated financial institutions; commercial acumen including renewal strategy and growth opportunity identification; ability to master complex, workflow-driven products and discuss them credibly with customer leaders; analytical and forecasting capability using usage, renewal, and account health data; executive communication and influence across matrixed organization with independent portfolio ownership
• Bankruptcy, collections, consumer lending, mortgage servicing, or financial services experience strongly preferred
• B2B SaaS, technology, data, or information services experience preferred
• Salesforce, HubSpot, and customer success technologies experience preferred
• Bachelor's degree preferred
