Overview As Manager of Customer Success, you lead a high-performing team to drive renewals, retention, and value realization for enterprise clients using Risk Cloud. You'll coach CSMs across the US and UK, optimize cross-functional collaboration, and champion adoption of AI features to improve customer outcomes. This role blends people leadership with strategic oversight over a book of business, with opportunities to reduce churn and expand impact at scale.
Compensation / Benefits- base salary 00
- variable compensation
- equity options
- health and wellness benefits
- generous PTO
- Annual company holidays and health days
Responsibilities- Lead and develop a distributed team of Customer Success Managers in the US and UK
- Drive renewal, retention, and expansion metrics and maintain visibility into the team's book of business
- Provide escalation leadership on complex customer situations and coach on executive-level negotiations
- Improve CS processes, standards, and playbooks to scale retention strategies
- Align team objectives with company goals using OKRs and monitor growth targets
- Collaborate with Sales, Implementation Services, and Product to reduce friction and share product feedback
- Advise customers on leveraging Risk Cloud's AI features and promote use of generative AI to optimize workflows
- Participate in talent management, role definitions, interviews, and compensation recommendations
Key requirements- 5+ years in customer success, account management, or enterprise client-facing roles in B2B SaaS
- 2+ years of formal people management with accountability for retention, forecasting, and coaching outcomes
- Experience in configurable low-code/no-code SaaS environments serving risk, compliance, or security practitioners
- Proven coaching ability and outcomes-focused performance management
- Strong cross-functional communication and stakeholder management across Sales, Product, and Services
- Experience working with large enterprises to deliver outcomes
- leadership
- communication
- collaboration
- configurable SaaS (low-code/no-code) experience
- Generative AI tools familiarity
- risk/compliance domain knowledge
