Senior Customer Success Manager

The Senior Customer Success Manager will lead G2RS’s Customer Success function in the United States, driving satisfaction, retention, and growth. You’ll serve as the primary relationship owner for key accounts while building and managing a high-performing Customer Success team.

This role requires a proactive leader who can engage clients, develop teams, and collaborate with Sales, Product, and Operations. You’ll use advanced Excel skills to track KPIs, analyze trends, and provide insights, and leverage Jira to coordinate client initiatives and workflows.

Key Responsibilities:

• Lead, mentor, and develop the Customer Success team, including hiring, onboarding, and performance management.
• Set and track KPIs to ensure consistent, exceptional client service.
• Serve as main contact for clients, fostering strong relationships and understanding needs.
• Conduct usage and performance reviews to maximize client outcomes.
• Manage escalations and coordinate timely resolutions.
• Oversee the customer lifecycle—from onboarding to renewal—addressing risks and securing extensions.
• Identify upselling and cross-sell opportunities, partner with Sales on expansion strategies.
• Deliver QBRs to highlight value, address concerns, and recommend enhancements.
• Create and maintain advanced Excel reports, dashboards, and analyses to monitor account health and forecast renewals.
• Prepare professional, client-ready documentation and presentations.
• Collaborate with internal teams using Jira to track and manage client-related projects.

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

This position is a fantastic opportunity to work for a fast-growing company. We offer a comprehensive benefits package including medical, dental, vision, LTD, Paid Time Off 401(k) and potential for annual bonus.

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

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G2 Risk Solutions is an equal employment opportunity employer and strives to comply with all laws prohibiting discrimination based upon, as applicable, actual or perceived race, color, creed, religion (including religious dress, grooming practices and protective hairstyles), sex, sexual orientation, gender identity or gender expression, pregnancy, marital/domestic partner status, national origin, alienage or citizenship status, primary language, immigration status, military and veteran status (including whether honorably discharged or not), intern or volunteer status, status as a victim of domestic violence, sexual assault, or stalking, ancestry, age, physical or mental disability, AIDS, HIV and Hepatitis C status, medical condition, including cancer and genetic predisposition information or characteristics (or those of a family member), or any other category protected by federal, state or local laws.

G2 Risk Solutions (G2RS) is the unrivaled pioneer and leader in merchant risk onboarding and monitoring solutions for the payments industry since 2004. We combine modern technology with 20 years of unique merchant data and tenured risk expertise to help merchant payments providers grow their businesses while avoiding costly fines and reputational damage.