OverviewIndividuals 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 workstreams 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.
Responsibilities
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 practices.
- Continuously builds knowledge of industry trends, regulatory considerations, and emerging client needs.
Qualifications
- 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 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.
- Client-first mindset with a focus on delivering measurable value and outcomes.
- Comfort operating in a fast-paced, evolving environment.
- Willingness to participate in virtual and in-person client engagements, including occasional travel.
- Ability to maintain professionalism, discretion, and confidentiality.
- Commitment to continuous learning and professional development
- Typically Demonstrated experience managing complex, high-value, or multi-stakeholder client accounts.
- Proven ability to engage and influence senior leaders and executives.
- Demonstrated capability to orchestrate internal teamswith an overall client strategy.
- Experience leading strategic success planning and value realization initiatives.
- Strong change management and stakeholder alignment capabilities.
- Ability to manage escalations and resolve complex issues diplomatically.
- Demonstrated mentorship or coaching experience.
- Strong experience in the risk/insurance industry or deep operational domain expertise relevant to assigned clients is strongly preferred.
- Ability to travel up to 10% (1-2 trips per quarter, typically 2 nights per trip).
Benefits
- Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
- Paid Time Off 6 Flexible options plus 10 paid company holidays where available**
- All full-time positions are hybrid, with many eligible to be completely remote
- Fully Paid by Origami Risk 6 Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
- Generous family leave options 6including adoption and foster care placements
- Pre-Tax Savings Accounts 6 Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
- Retirement Savings 6 401(k) with company match up to 4%
- Employee Assistance Program (EAP) 6 Confidential & Free support offered to colleagues facing personal or work-related complications
- Education Assistance Program 6 to help colleagues pursue industry/role-specific certifications
- Wellness Benefits 6 reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
- Additional coverages available 6 Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage
**Flexible PTO not available in California or the UK
