Customer Success Manager

RealNetworks, through its SAFR business, provides face-based computer vision solutions using artificial intelligence and machine learning. The Customer Success Manager will serve as the primary contact for SaaS and Hardware-as-a-Service customers, leading onboarding, adoption, engagement, issue resolution, retention, renewals, and customer advocacy.

Responsibilities:

• Customer Onboarding: Guide new customers through implementation and setup, establish success expectations and milestones, and ensure a smooth transition into ongoing adoption
• Account Management: Serve as the primary contact for a portfolio of customers, proactively managing relationships and needs
• Customer Engagement & Value Realization: Establish a proactive customer cadence to review performance, usage, KPIs, business outcomes, questions, and feedback; identify opportunities to increase adoption and ensure customers are realizing measurable value from SAFR Guard
• Product Adoption: Promote best practices and proactively identify opportunities to increase adoption, engagement, and customer value across SAFR Guard features and capabilities
• Issue Resolution: Collaborate with technical support and product teams to resolve customer concerns and ensure a timely, high-quality resolution
• Customer Health, Retention & Renewals: Proactively monitor customer health, identify engagement or adoption gaps and churn risks early, and partner internally to support retention and renewal efforts
• Customer Advocacy: Actively solicit customer feedback, understand the business need behind requests, identify recurring themes, and represent the Voice of the Customer internally to help inform product improvements and priorities
• Customer Insights & Reporting: Review and communicate customer performance, usage trends, success milestones, and measurable outcomes, while maintaining accurate customer records and commitments in the appropriate source-of-truth systems
• Record Management and organization: Review incidents for context and relevant applicable policy and procedures, exercise sound judgement in the execution of duties and responsibilities

Requirements:

• Remote in the US, West Coast preferred
• Retail loss prevention / asset protection experience
• Strong communication and interpersonal skills with a customer-first mindset
• Strong organizational skills and discipline in documenting customer interactions, commitments, health, and outcomes so information remains accurate and accessible across the team
• Track record of executing effective onboarding, renewal, and retention strategies that deliver measurable customer outcomes
• Ability to manage multiple customer accounts and projects simultaneously
• Comfortable working cross-functionally with technical and non-technical teams
• Self-starter who thrives in a fast-paced, evolving environment
• 3+ years in Customer Success or Client Services with B2B SaaS solutions strongly preferred
• Technical aptitude, preferred