Build trusted relationships with executive sponsors, operational leaders, and key stakeholders across strategic customer accounts.
Develop and execute customer success plans aligned to customer business objectives and desired outcomes.
Drive product adoption and customer engagement through strategic guidance, training, consulting, and best practice recommendations.
Identify risks early and develop mitigation strategies to support customer retention and long term success.
Lead and participate in Executive Business Reviews and strategic account planning discussions.
Partner with Account Managers to identify expansion opportunities and support solution discussions that demonstrate customer value.
Demonstrate and solution SafetyChain capabilities during expansion and growth conversations.
Provide advanced configuration guidance, reporting expertise, and workflow recommendations.
Track customer health, adoption trends, and business outcomes to identify opportunities for improvement.

Bachelor’s Degree (BA/BS) or equivalent work experience required.
3+ years of experience in Customer Success, Account Management, Professional Services, or related customer-facing SaaS roles
2+ years of experience supporting manufacturing industry customers
2+ years of experience with Quality Management Software (QMS)
Working knowledge of ERP, MES and related systems
Experience with Statistical Process Control (SPC) and OEE.
Experience with safety, quality and compliance systems.
Experience presenting, training and demoing software to groups
Experience using CRM and help desk ticketing systems (Hubspot or ChurnZero a plus)
Ability to travel to customer sites (30%).

Strategic Customer Success Manager – SaaS, QMS/MES

Key skills