Customer Success Manager

Job Description

Company Overview

Safety Plus Inc. leads the market as the premier provider of SaaS technology and technology-enabled worksite safety services. Our innovative solutions are revolutionizing the industry, and we're committed to maintaining our position as a leader in the market.

We are on the cusp of revolutionizing the safety landscape with groundbreaking solutions that make safe work efficient and easy. Our commitment to excellence, creativity, and providing customers with new ways to embed safe work practices sets us apart. With a focus on innovation and growth, we provide our customers with cutting-edge technology and exceptional service.

At Safety Plus Inc., we are on a mission that is both compelling and noble. Join us in this vital endeavor and exciting career journey.

Why Choose Safety Plus Inc?

If you are looking for a rewarding career where you can make a real impact, Safety Plus Inc. is the place for you. Join us in our mission to create safer workplaces and protect lives.

Innovative Technology: Our proprietary software revolutionizes safety management, providing our clients with real-time insights and solutions.

Expert Consulting Services: Our team of experienced safety consultants are industry leaders, providing customized solutions to meet each client's unique needs.

Impactful Work: Join a team that is making a difference every day, creating safer environments for workers across industries.

Professional Growth: We are committed to the growth and development of our employees, offering continuous learning opportunities and career advancement.

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 us as one of the first key hires, helping to build and scale our Customer Success function.

In this role, you'll engage with Safety Plus customers at every level of their organization. From managing the entire customer lifecycle to driving adoption, growth, health, governance, and retention, you'll be instrumental in ensuring our customers thrive. You'll also collaborate closely with our VP of Customer Success to execute strategic initiatives that will propel our Customer Success Organization to new heights.

Key Responsibilities

Build Lasting Relationships: Cultivate strong connections with your book of business, ensuring customer satisfaction and loyalty.

Lead Process Improvements: Create, organize, and spearhead initiatives to enhance our Customer Success processes.

Drive Adoption and Revenue: Monitor and manage customer adoption, retention, and annual recurring revenue, ensuring our solutions deliver maximum value.

Identify Opportunities: Proactively uncover strategic expansion and cross-sell opportunities, providing customers with additional value.

Establish Governance: Develop and oversee a comprehensive customer governance structure with clear processes, communication channels, and cadence.

Champion the Customer Voice: Represent customer needs and trends through feedback, escalations, and enhancement requests.

Collaborate Cross-Functionally: Work with various teams to resolve customer escalations, identify root causes, and implement long-term solutions.

Track Success: Drive and track customer adoption and usage of Safety Plus products and services.

Manage At-Risk Clients: Proactively identify at-risk clients and develop escalation and remediation plans to ensure their success.

Qualifications

Minimum 2 Years of Customer Success experience in a SaaS environment

Proven ability to identify and act upon process improvement opportunities

Demonstrated a high level of skill in organization and prioritization in a fast-paced environment

Experience using Salesforce and Microsoft Suite to influence customer behavior to drive business objectives with key decision-makers

Strong written and verbal consultative communication skills

Comfortable and proficient with managing conflict and working with diverse populations at all levels

Strong negotiation skills, comfortable navigating financial conversations, and dealing with potential churn.

Full-time