Senior Client Success Manager

Overview

Individuals in a Senior 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.

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 in Business Administration, Risk Management, Insurance, Information Systems, Finance, or a related field, or equivalent practical experience.
• 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, 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
• Typically Demonstrated experience managing complex, high-value, or multi-stakeholder client accounts.
• Proven ability to engage and influence senior leaders and executives.
• Demonstrated capability to orchestrate internal teams with 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.
• Strong experience in the risk/insurance industry or deep operational domain expertise relevant to assigned clients is strongly preferred.
• Ability to travel up to 10% (1-2 trips per quarter, typically 2 nights per trip).

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

Who We Are

Origami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.

Founded by industry veterans who recognized the need for risk management technology that was more configurable, intuitive, and scalable, Origami continues to add to its innovative product offerings for managing both insurable and uninsurable risk; facilitating compliance; improving safety; and helping insurers, MGAs, TPAs, and brokers provide enhanced services that drive results.

A singular focus on client success underlies Origami's approach to developing, implementing, and supporting our award-winning software solutions.


Origami Risk is proud to be an equal opportunity employer. We thrive and benefit from diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate against any individual based upon race, religion, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, color, sex, national origin, age, marital status, military or veteran status, disability, or any other characteristic protected by applicable law.

Caution : Be alert to recruiting scams. We have received reports of individuals impersonating Origami Risk recruiters to deceive candidates into disclosing personal information. These impostors use fake Origami Risk domain names and email addresses. Please double-check that any email address from an Origami Risk recruiter ends with origamirisk.com or talent.icims.com. And to confirm the legitimacy of any recruiting communication, feel free to email View email address on click.appcast.io.