Senior Customer Success Manager

About G2 Risk Solutions: Pioneers in Merchant Risk Management

Join G2 Risk Solutions, the leading innovator in merchant risk onboarding and monitoring for the payments industry since 2004. We empower merchant payment providers to achieve sustainable growth by combining cutting-edge technology with two decades of unparalleled merchant data and deep-rooted risk management expertise. Our solutions help businesses navigate the complexities of risk, avoid costly penalties, and protect their reputation.

Shape the Future of Customer Success as a Senior Customer Success Manager

Are you a dynamic and results-driven leader passionate about client satisfaction, retention, and growth? We are seeking a Senior Customer Success Manager to lead our Customer Success function in the United States. As the primary relationship owner for our key accounts, you will build and mentor a high-performing team, driving exceptional outcomes for our clients.

What You’ll Do: Drive Client Success and Team Excellence

• Lead and Empower: Build, mentor, and develop a talented Customer Success team, focusing on hiring, onboarding, and performance excellence.
• Strategic Vision: Define and track key performance indicators (KPIs) to ensure consistent delivery of exceptional client service.
• Client Champion: Serve as the primary point of contact for key clients, fostering strong relationships, understanding their unique needs, and advocating for their success.
• Performance Optimization: Conduct comprehensive usage and performance reviews to identify opportunities to maximize client outcomes and demonstrate value.
• Issue Resolution: Proactively manage escalations and coordinate timely resolutions, ensuring client satisfaction.
• Lifecycle Management: Oversee the entire customer lifecycle, from initial onboarding to renewal, proactively identifying and mitigating risks to secure extensions and long-term partnerships.
• Growth Opportunities: Identify and collaborate with Sales on upselling and cross-selling opportunities to expand our footprint within existing accounts.
• Value Demonstration: Deliver compelling Quarterly Business Reviews (QBRs) that highlight the value of our solutions, address client concerns, and recommend strategic enhancements.
• Data-Driven Insights: Create and maintain advanced Excel reports, dashboards, and analyses to monitor account health, forecast renewals, and identify key trends.
• Professional Communication: Prepare high-quality, client-ready documentation and presentations that effectively communicate value and insights.
• Cross-Functional Collaboration: Utilize Jira to effectively track and manage client-related projects, fostering seamless collaboration with internal teams.

What You’ll Bring: Experience and Expertise

• Proven experience: 5+ years in Customer Success, Account Management, or Client Services, working with enterprise clients.
• Leadership track record: Demonstrated success in managing and developing high-performing teams.
• Renewal management: Expertise in managing renewals, escalations, and client health for complex accounts.
• Domain knowledge: Familiarity with bankruptcy, collections, or financial services is a plus.
• Technical proficiency: Advanced Microsoft Office skills (Excel, Word, PowerPoint, Outlook), including pivot tables, VLOOKUP/XLOOKUP, complex formulas, conditional formatting, and data visualization.
• Project management: Experience with Jira for project tracking and workflow management.
• CRM expertise: Proficiency with CRM platforms (e.g., HubSpot, Salesforce) and reporting tools.
• Communication Skills: Exceptional negotiation, presentation, and communication skills.
• Educational background: Bachelor’s degree in business administration, Communications, Finance, Information Systems, or related field preferred; analytical or data-focused studies a plus.

Why Join G2 Risk Solutions?

This is an exceptional opportunity to join a rapidly growing company at the forefront of the payments industry. We offer a competitive compensation package, including medical, dental, vision, LTD, Paid Time Off, 401(k), and potential for an annual bonus.

Compensation: $95,000 – $110,000 USD annually, dependent on location and experience. #LI-Remote

G2 Risk Solutions is an equal opportunity employer and is committed to creating a diverse and inclusive workplace.