Strategic Customer Success Manager - Saas - QMS/MES

SafetyChain Software is a rapidly scaling B2B SaaS provider revolutionizing plant management for Food and Beverage manufacturers. They are seeking a Strategic Customer Success Manager to serve as a trusted advisor to strategic customers, helping them achieve business outcomes through the successful adoption and optimization of SafetyChain solutions.

Responsibilities:

• 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
• Support complex customer escalations by coordinating internal resources and driving resolution plans
• Track customer health, adoption trends, and business outcomes to identify opportunities for improvement
• Generate customer success stories, ROI analyses, and product enhancement use cases in collaboration with customer stakeholders
• Serve as the Voice of the Customer by synthesizing customer feedback, business challenges, and market trends to influence internal priorities and product direction
• Utilize AI-powered tools and workflows to improve customer insights, streamline customer success activities, and identify opportunities to increase customer value and adoption
• Deliver webinars, onsite workshops, training sessions, and customer enablement programs that drive customer success
• Collaborate cross-functionally to ensure customers receive a consistent, high quality experience throughout their lifecycle

Requirements:

• 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%)
• Executive presence and communication skills
• Strategic account planning and customer relationship management
• Strong presentation and facilitation skills (virtual and in-person)
• Data-driven decision making and analytical problem solving
• Change management and customer adoption leadership
• Ability to influence cross-functional teams without direct authority
• Creative, strategic, and solution-oriented mindset
• Ability to thrive in fast-paced environments with complex customer challenges
• Growth Mindset: You are curious, coachable, and continuously seeking opportunities to learn, improve, and expand your expertise
• Initiative: You proactively identify opportunities, solve problems, and take ownership of driving outcomes without waiting for direction
• Process Oriented: You are organized and disciplined in creating scalable, repeatable processes that drive consistency and operational excellence
• Inquisitive: You enjoy digging beneath the surface to understand customer challenges, uncover root causes, and explore new ideas and technologies
• Integrity: You build trust through honesty, transparency, and accountability. You are comfortable giving and receiving candid feedback while always acting in the best interests of customers and teammates
• Customer Advocate: You are passionate about helping customers succeed and naturally balance customer needs with business objectives
• Adaptable: You thrive in fast-moving environments, embrace change, and remain effective when priorities shift