5+ years of client success or account management experience in B2B SaaS
Proven background in financial services, specifically mortgage or investment management
Expertise with complex, data-driven software products
Ability to work cross-functionally with various teams
Familiarity with enterprise procurement and renewal processes
Responsibilities
Serve as primary contact for enterprise clients, nurturing relationships at multiple account levels
Represent the company at industry events and forums to strengthen client connections
Monitor client health and engagement signals proactively
Drive client adoption of services through structured engagement and feedback
Manage end-to-end upsell and renewal cycles, ensuring timely stakeholder involvement
Benefits
Competitive benefits package including medical, dental, and vision coverage
Paid time off and 401(k) retirement plan
Variable compensation linked to performance metrics like retention and expansion
Full Job Description
Description
TL;DR
We're looking for a Senior Client Success Manager to join a small, high-performing team focused on our enterprise client base. You'll own the post-sale relationship for a portfolio of complex, data-driven accounts, serving as a strategic thought partner who leverages deep product and industry knowledge to drive adoption, retention, and growth. This role is for someone who knows enterprise SaaS inside and out, has worked with financial services clients, and understands how to navigate the full lifecycle of a sophisticated customer relationship.
What You'll Do
Own your book of business
Serve as the primary point of contact for a portfolio of enterprise clients, maintaining strong relationships at multiple levels within each account
Show up where clients are: industry conferences, events, and forums are part of how you build and maintain relationships
Monitor client health, usage, and engagement signals and act on them before they become issues
Own your book's key metrics: gross revenue retention, net revenue retention, expansion ARR, and client health scores
Drive adoption and value
Partner with the onboarding team to ensure a smooth client transition and strong start on Edge
Monitor adoption and usage patterns post-onboarding, proactively engaging clients to ensure they are getting full value from Edge and any associated data or managed services
Drive a structured engagement cadence including quarterly business reviews, regular status calls, and check-ins timed to key client milestones
Translate client needs and feedback into clear, actionable input for product teams
Partner with support to ensure issues are resolved quickly and clients are kept informed throughout
Grow and retain
Own upsell cycles end-to-end within your accounts; partner with the expansion team on complex cross-sells where you are the quarterback, not a referral source
Manage renewal cycles end to end, including enterprise procurement and legal processes, with appropriate internal escalation as needed
Flag contract risk early and bring in the right stakeholders before it becomes a problem
What You Bring
Experience in client success or account management in a B2B SaaS environment, managing complex, technical products for enterprise customers
Background in financial services is required; direct experience with mortgage, asset backed finance, or investment management is required
Comfortable with data-heavy, technically complex software and confident in helping clients use it effectively
Skilled at working cross-functionally with support, operations, product, and legal, and knows when and how to loop in the right people
Familiar with enterprise procurement and renewal processes and able to navigate them without getting stuck or escalating unnecessarily
Who You Are
You get hands-on with the products you represent -- you know that product knowledge is the foundation of client trust and your own credibility
You dig into the why behind client behavior, decisions, and friction points so you can show up with the right answer, not just a response
You don't wait for a problem to prompt engagement -- you're proactive by default and uncomfortable when you haven't heard from a client in too long
You build relationships at every level of a client org, not just with day-to-day users, because you know long-term retention depends on value being understood from the top down and you own those executive relationships directly
Clear, direct communicator who earns trust with senior stakeholders
Organized and calm under pressure, with strong instincts for managing multiple accounts at different stages simultaneously
What We Offer
Base salary of $110,000 to $140,000 with variable compensation at plan bringing OTE to approximately $157,000 to $200,000
Exact compensation depends on experience, skills, location, and market data
Variable compensation is tied to gross revenue retention, net revenue retention, and expansion ARR within your book of business
Competitive benefits including paid time off, 401(k), and medical, dental, and vision coverage
About Riskspan, Inc
RiskSpan is a leading provider of innovative technology solutions and services to the financial services industry. Our mission is to help our clients manage risk, improve performance, and drive growth. We offer a wide range of products and services, including risk management software, data analytics, and consulting services. Our clients include banks, asset managers, insurance companies, and other financial institutions. We are committed to providing our clients with the highest quality products and services, and we strive to exceed their expectations every day.
