Senior Client Success Manager, Enterprise

About RiskSpan
We build the analytics and data infrastructure that mortgage and structured finance professionals rely on to understand risk, run models, and make decisions with confidence. Our platform, Edge, serves portfolio managers, risk teams, and quantitative analysts at some of the most sophisticated financial institutions in the market. We’re growing and we need the operational foundation to match.
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