OverviewIndividuals in a Client Success Management (CSM) role are responsible for the end-to-end success of a portfolio of clients, ensuring strong adoption of the Origami platform and measurable business outcomes. Acting as strategic partners and trusted advocates, CSMs build relationships across client organizations - from day-to-day users to executive and economic buyers - to drive adoption, satisfaction, retention, and growth.
CSMs proactively guide client goals internally, orchestrating cross-functional teams across multiple workstreams to deliver a seamless client experience. Through data-driven insights, industry expertise, and proactive communication, CSMs align internal teams and client stakeholders to foster long-term value realization.
Starting base pay for this role is between $77,000 and $97,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).
Responsibilities
Client Advocacy & Strategic Partnership
- Serves as a primary point of contact for assigned client relationships, acting as a trusted advisor throughout the client lifecycle.
- Builds and maintains strong relationships with client stakeholders across operational, managerial, and executive levels.
- Understands client business objectives, success criteria, and organizational priorities to align Origami solutions accordingly.
- Represents the client internally, ensuring their goals, challenges, and feedback are understood and addressed.
Adoption, Value Realization & Success Planning
- Drives adoption of Origami solutions by aligning product capabilities with client use cases and workflows.
- Develops and maintains client success plans that define goals, milestones, and measurable business outcomes.
- Tracks usage, engagement, and value metrics to assess client health and progress toward goals.
- Leads business reviews (ie. QBRs/SBRs) to communicate value realized, progress against goals, and future opportunities.
Client Lifecycle Ownership
- Owns the client experience across onboarding, stabilization, adoption, and renewal readiness.
- Partners with internal teams to ensure smooth transitions between lifecycle phases and continuity of client experience.
- Supports renewal and expansion readiness by ensuring clients understand and realize the value of their investment.
- Collaborates with Account Management on retention, growth opportunities, and long-term account strategy.
Risk Identification & Issue Management
- Proactively monitors client health indicators, sentiment, and usage trends to identify risks early.
- Coordinates cross-functional resources to mitigate risks and resolve issues impacting client satisfaction.
- Manages escalations with professionalism, clear communication, and accountability.
- Ensures client expectations are aligned and appropriately managed throughout issue resolution.
Cross-Functional Collaboration
- Orchestrates internal teams including Support, Technical Account Management, Product, Training, Professional Services, and Account Management to deliver client outcomes.
- Provides clear context and prioritization to internal teams when coordinating client needs.
- Synthesizes client feedback and enhancement requests and ensures they are documented and shared appropriately.
- Partners with Product teams to communicate client needs, trends, and thematic insights.
Communication, Documentation & Operational Excellence
- Leads client meetings with clear agendas, outcomes, and follow-through.
- Maintains accurate and up-to-date documentation related to client goals, risks, and engagement plans.
- Communicates support tier usage, scope considerations, and constraints transparently when applicable.
- Identifies opportunities to improve processes, playbooks, and client experience over time.
Industry & Product Expertise
- Maintains strong working knowledge of Origami modules relevant to assigned clients.
- Applies industry and domain context to client conversations, recommendations, and success strategies.
- Translates client workflows and challenges into product-aligned solutions and best practices.
- Continuously builds knowledge of industry trends, regulatory considerations, and emerging client needs.
Qualifications
- Bachelor’s degree required with preference for a related field such as Business Administration, Risk Management, Insurance, Information Systems, Finance, or similar.
- Demonstrated ability to build and maintain productive client relationships.
- Strong verbal and written communication skills, with the ability to tailor messaging to different audiences.
- Proven ability to collaborate cross-functionally within a matrixed organization.
- Strong organizational and time management skills, with the ability to manage multiple priorities.
- Analytical mindset with the ability to interpret data, identify patterns, and draw insights.
- Technical aptitude with the ability to learn and explain complex software solutions.
- Client-first mindset with a focus 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.
Associate Client Success Manager
Typical Client Segment: SMB / Mid-Market
- The above plus: Typically 1+ years of experience in a client-facing role within a SaaS, technology, consulting, or services environment.
- Prior experience in Customer Success, Account Management, Professional Services, or a related function is preferred.
- Foundational understanding of Customer Success principles and client lifecycle concepts.
- Ability to follow defined processes, playbooks, and best practices with consistency.
- Comfortable managing routine client interactions with guidance.
- Demonstrates curiosity, coachability, and willingness to learn product and industry concepts.
- Able to recognize when to escalate issues and seek guidance.
- Exposure to risk management, insurance, or enterprise operations is a plus but not required.
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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
