Lead Customer Success Manager

Forwood Safety is a purpose-driven company focused on preventing workplace fatalities through their software solutions. They are seeking a Lead Customer Success Manager who will build trusted relationships with customers, drive adoption, and ensure long-term success.

Responsibilities:

• Own the customer relationship from onboarding through to long-term success — you’re their trusted advisor and go-to partner
• Lead engaging onboarding, workshops, and training sessions that set customers up for success
• Run regular check-ins, reviews, and Quarterly Business Reviews that clearly demonstrate value
• Proactively monitor customer health, usage, and engagement — and act early to keep clients thriving
• Translate customer goals into clear success roadmaps and outcomes
• Spot opportunities to expand value through deeper adoption or additional Forwood solutions
• Work closely with Product, Sales, Support, and Marketing to deliver a seamless customer experience
• Feed customer insights back into the business to continuously improve what we do

Requirements:

• 8+ years' experience in Customer Success, Account Management, or a similar customer-facing SaaS role
• A natural relationship builder — confident, warm, and credible with stakeholders at all levels
• Strong project management skills and the ability to juggle multiple clients with ease
• A proactive mindset — you don't wait for problems, you prevent them
• Comfortable working cross-functionally in a fast-moving SaaS environment
• Large-scale systems migration and change management experience
• Experience onboarding, implementation and migration of SaaS platforms
• Exposure to safety, risk, compliance, or heavy industries
• Experience using CRMs and customer success tools
• A data-driven mindset when it comes to customer health and retention