About the position
The Manager, Client Success Management is responsible for leading a team accountable for the end-to-end success of a scaled portfolio of clients, ensuring they realize measurable business outcomes from the Origami platform. This role is designed for a high-volume coverage model (1:25 or greater client-to-CS ratio) and emphasizes a 1:many engagement strategy, consistent adoption of platform workflows (including case management and request intake), scalable enablement, and lead generation.
As a strategic leader and coach, this role ensures the team delivers a proactive, consistent client experience across onboarding, adoption, and retention and growth. This role develops repeatable success plays, uses data-driven insights to manage health across a large book of business, and partners cross-functionally to remove friction and improve the client lifecycle at scale.
Responsibilities
• Leads, coaches, and develops a team of Client Success Managers operating within a scaled coverage model.
• Establishes performance expectations and operating rhythms that ensure consistent client impact at scale (team cadence, portfolio reviews, goal setting, and quality standards).
• Mentors and enables team members through onboarding, ongoing skill development, and continuous improvement of customer success fundamentals.
• Provides regular performance feedback aligned to measurable outcomes, client experience, and operational discipline.
• Develops strong interlocks with Director(s), Client Success Management, and peer organizations to ensure the Origami Risk organization maintains a client centric operating model.
• Ensures the team drives adoption of contracted features and functionality to maximize ROI and platform outcomes.
• Monitors usage, engagement trends, and health signals to identify risks and opportunities across the portfolio.
• Provides coaching and direction on strategic business reviews, health summaries, and success plans to maintain and enhance platform performance.
• Drives satisfaction improvement plans for at-risk clients, coordinating with internal stakeholders to resolve concerns.
• Monitors client usage dashboards to identify early signs of disengagement and escalate concerns as needed.
• Identifies routine issues and coordinates with Support to drive timely resolution.
• Flags emerging risks to leadership and participates in implementing straightforward satisfaction improvement actions.
• Partners with Marketing and other leaders and subject matter experts within the Client Success organization to execute a 1:many strategy that drives adoption, education, and value realization across a high-volume client base (e.g., webinars, office hours, lifecycle campaigns, reusable success plans, guides, enablement toolkits).
• Establishes scalable touchpoints and segmentation approaches that ensure the right clients receive the right level of support at the right time.
• Partners with cross functional stakeholders to reduce one-off work and increase self-service and repeatable client programs.
• Tracks and documents action items related to client goals and success plans.
• Leads consistent execution of case management workflows and request intake processes, ensuring quality triage, prioritization, and client communication.
• Promotes best practices for managing inbound volume in a scaled model while maintaining customer confidence and clarity.
• Identifies patterns in request types, blockers, and recurring pain points; partners with Support, Strategy, and Product to improve workflows and reduce repeat friction.
• Drives proactive motions to increase adoption, retention, and growth.
• Serves as an escalation point and internal advocate for clients, ensuring context and insights are communicated effectively to Support, Strategy, and Product teams.
• Captures and synthesizes client feedback, usage data, and enhancement requests; collaborates with Product and Strategy to influence roadmap priorities and enablement investment.
• Partners with Account Management leadership on renewal strategy, growth opportunities, and communication plans for key client segments.
• Coordinates internal resources across departments to manage multiple client workstreams in parallel while maintaining a consistent client experience.
• Builds foundational knowledge of Origami modules relevant to the team’s portfolio.
• Learns core concepts of the risk/insurance ecosystem or general Core workflows.
• Understand typical client roles (administrators, adjusters, analysts, managers) and their goals.
Requirements
• Bachelor’s Degree in Information Systems, Business Administration, or related field (or equivalent experience).
• 7+ years experience in a client-facing Customer Success / Client Services role within a SaaS environment, with experience managing highly configurable platform in a regulated industry (Insurtech preferred).
• 2+ years people management experience (direct leadership preferred).
• Superior communication and presentation skills, with confidence in engaging C-suite stakeholders.
• Strong interpersonal skills and relationship-building abilities; able to coach others in influence and conflict resolution.
• Proven ability to operate successfully in a scaled / high-volume environment, balancing client outcomes with operational efficiency.
• Technical aptitude and ability to guide the adoption of complex software workflows, including integrations, user readiness, and process alignment.
• Ability to travel up to 25%.
Benefits
• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off – 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 – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave options—including adoption and foster care placements
• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
• Retirement Savings – 401(k) with company match up to 4%
• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
• Education Assistance Program – to help colleagues pursue industry/role-specific certifications
• Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage
• Flexible PTO not available in California or the UK
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