Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and enhance relationships with designated customer accounts, serving as the main point of contact after the sale.

• Create and implement customer success strategies aimed at fostering adoption, ensuring retention, and realizing long-term value.

• Spot opportunities for account development, expansion, and greater platform usage.

• Collaborate with Sales, Support, Product, and Implementation teams to solve customer issues and promote successful results.

• Conduct regular business evaluations and customer check-ins, delivering insights, recommendations, and ROI-focused advice.

• Track customer health metrics and proactively tackle risks to retention or engagement.

• Sustain strong renewal rates while aiding in upsell and expansion objectives.

• Champion customer needs internally and offer feedback to enhance products and processes continuously.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Success, Account Management, SaaS support, or a similar client-facing position.

• Demonstrated ability to forge robust customer relationships and assist in retention, renewal, or growth goals.

• Excellent communication, presentation, and problem-solving abilities, with the capacity to engage various stakeholders.

• Experience in managing multiple customer accounts and priorities in a dynamic environment.

• Proficient in Salesforce, Gainsight, HubSpot, or comparable CRM/customer success platforms.

• Comfortable interpreting customer usage data and translating findings into practical recommendations.

• Highly collaborative approach with experience in cross-functional teamwork across Sales, Support, Product, and Implementation teams.

• Bachelor's degree or equivalent professional experience.

• Preferred Qualifications:

• Experience in a SaaS setting.

• Familiarity with EHS (Environmental Health & Safety), compliance, workforce management, or related fields.

• Ability to communicate effectively with senior leaders and executive stakeholders.

• Experience in conducting business reviews, onboarding sessions, or customer training.

• Knowledge of renewal, adoption, and customer health metrics such as NRR, churn, and product usage.

🏝️ Benefits

• Comprehensive health coverage including dental and vision.

• Flexible work hours. We are dedicated to hard work but recognize that productivity is maximized when individuals can manage their own schedules and maintain a healthy work/life balance.

• Learning & Development Program. We are devoted to your success as you advance in your career, with unlimited access to the HSI LMS and a library of career development training.

• Work-from-home options. The choice of your workspace is entirely yours.

• Vacation time. Take the time you need when necessary.

• Retirement benefits. We aim to support your future with a generous $1:$1 company match.