Senior Client Success Manager

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 work streams 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.

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 practice.
• Continuously builds knowledge of industry trends, regulatory considerations, and emerging client needs.

• 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…