Client Success Manager

Responsibilities

• 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.
• Drives adoption of Origami solutions by aligning product capabilities with client use cases and workflows.
• Maintains and develops 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 (QBRs/SBRs) to communicate value realized, progress against goals, and future opportunities.
• Owns the client experience across onboarding, stabilization, adoption, and renewal readiness.
• 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.
• 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.
• 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.

Qualifications

• Bachelor’s degree in Business Administration, Risk Management, Insurance, Information Systems, Finance, or a related field, or equivalent practical experience.
• Typically 5+ years of experience in a client-facing Customer Success, Account Management, or consulting role within a SaaS organization.
• Working knowledge of the insurance industry is strongly preferred.
• Demonstrated ability to build and maintain productive client relationships.
• Experience leading client meetings, business reviews, and adoption discussions.
• Experience partnering with Sales or Account Management on renewals and growth conversations.
• Ability to translate business needs into product-based solutions.
• 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.
• A client-first mindset with a focus on delivering measurable value and outcomes.
• Comfort operating in a fast-paced, evolving environment.
• Ability to maintain professionalism, discretion, and confidentiality.
• Commitment to continuous learning and professional development.