Customer Success Manager

Position Overview

Are you passionate about delivering exceptional customer outcomes and driving business success? As a key member of our Customer Success team, you'll play a pivotal role in shaping the future of our company. We're looking for an experienced Customer Success Manager to join in helping to build and scale our Customer Success function.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of clients.
• Build and maintain strong client relationships to ensure satisfaction and long-term partnership.
• Ensure clients feel supported, valued, and confident in Safety Plus services.
• Work closely with consulting teams to ensure client needs are addressed in a timely and effective manner.
• Maintain accurate documentation of all client communications and interactions within internal systems.
• Develop expert knowledge of proprietary software platform and related services.
• Stay current on product updates and new features to effectively support customer needs.
• Aid clients in configuring systems and workflows to align with their safety management requirements.
• Partner with internal teams including sales, consulting, and marketing to ensure a consistent customer experience.
• Provide updates to senior leadership on client portfolio status and identify any issues or concerns requiring attention.
• Proactively identify opportunities to upsell or cross-sell additional services.
• Support revenue growth by strengthening client relationships and expanding engagement.

Qualifications

• Bachelor’s degree in business, marketing, or a related field.
• 2+ years of experience in account management or customer service, ideally in a SaaS or technology-driven environment.
• Proven ability to build and nurture strong professional relationships with clients, stakeholders, and team members.
• Excellent communication skills: Strong written, verbal, and interpersonal skills, with high emotional intelligence and the ability to manage client expectations.
• Detailed oriented and organized: Demonstrated ability to manage multiple clients simultaneously while maintaining a high level of attention to detail.
• Proactive problem-solver: Capable of processing information quickly, developing on-the-fly solutions, and thinking critically to meet client needs.
• Familiarity with task management and CRM tools, with the ability to learn new systems quickly.

Preferred Qualifications

• Experience in the safety industry or a strong interest in workplace safety management.