Part Time Customer Success Manager

Gaize is hiring a part-time Customer Success Manager to lead customer onboarding, training, support, and renewals for its workplace impairment-testing technology. The role also builds repeatable customer success processes and strengthens customer relationships and product feedback.

Responsibilities:

• Lead onboarding for every new customer, from the kickoff call to the first live tests, and keep deployments on schedule across every site
• Work with customer IT teams on device setup, network access, user accounts and security reviews so headsets are ready to use on day one
• Partner with HR and safety leaders to fit Gaize into their safety programs and testing procedures, decide which sites and shifts go live and when, and bring in the right experts when policy questions come up
• Train test administrators to run tests confidently and correctly, through live virtual sessions for smaller rollouts and train-the-trainer programs for larger ones, so every shift has more than one trained administrator
• Keep training current as administrators turn over, new sites come online and new product features ship
• Be the go-to person for a portfolio of customer accounts from onboarding through renewal, working with safety, HR and operations leaders and with the site administrators who run tests every day
• Build relationships that last. Learn each customer's goals, sites, people and pressures well enough that you're the first person they call
• Run check-ins, quarterly business reviews and annual program reviews that tie Gaize results to each customer's safety and compliance goals
• Get out in the field. On occasion, you’ll visit customer sites, see how testing fits into real shifts and help supervisors and crews get comfortable with the technology
• Drive renewals and spot expansion opportunities such as new sites, additional headsets and new divisions, partnering with Sales on commercial conversations
• Troubleshoot headset, app and portal issues with customers, often in real time, and walk customers through a fix calmly and clearly
• Own every issue from first report to resolution. When something needs Product, Engineering or Operations, route it with clear context and keep the customer updated until it's closed
• Watch testing volume, device usage and account health so you can spot trouble early and act before a small issue turns into a lost customer
• Be the voice of the customer inside Gaize, bringing what you learn in the field back to Product so the next release is better than the current one
• Audit how customer success works today: what exists, what's informal and what's missing
• Write repeatable playbooks for onboarding, IT setup, administrator training, adoption, support escalation and renewal
• Create and maintain training materials for test administrators and site leads, so every site gets the same high-quality training
• Define and track the metrics that matter, including time from contract to first live test, gross and net revenue retention, account health, testing activity and customer satisfaction
• Recommend and set up the tools and CRM workflows the team needs to scale
• Document what you build so the next CSM ramps quickly, and help shape how we hire as the team grows

Requirements:

• You lead with empathy
• You can see a situation through the eyes of a safety director rolling out a new program, or a supervisor who has to make a tough call on the floor, and you adjust how you communicate
• You have a service mindset
• You return the call, you follow up when you said you would, and you would rather solve a problem yourself than hand it off
• You like figuring things out
• When a headset won't connect or a site's testing numbers drop off, you get curious, work the problem step by step and stay humble while you do it
• You're a natural teacher
• You can explain new technology to a skeptical supervisor at 5 a.m. on a jobsite and leave them confident running it on their own
• You build relationships that last
• People trust you because you're honest and prepared, and because you remember what matters to them
• You want your work to matter
• You like to build
• 3+ years in customer success, account management or a similar customer-facing role at a B2B technology company
• A track record of owning renewals and retention for a book of business
• Experience leading customer onboarding or implementations, including working with customer IT teams on setup and security requirements
• Experience training end users in person and virtually, including people who aren't comfortable with new technology
• Experience building or improving a process, not just following one, ideally at a startup or early-stage company
• Comfort with hands-on troubleshooting
• You can learn a hardware and software product in depth and guide others through fixes by phone, on video or on site
• Strong professional relationship skills, with clear, warm and confident communication with everyone from frontline supervisors to executives, including when the news isn't good
• Diplomacy, patience and poise when a customer is frustrated
• Working knowledge of a CRM, and comfort with data and reporting
• Experience serving safety-sensitive industries such as construction, manufacturing, mining, logistics, energy or marine services
• Familiarity with workplace safety, EHS, HR or drug and alcohol testing programs
• Experience supporting a hardware-plus-software product deployed in the field
• Experience with enterprise IT requirements such as device management, network setup or security questionnaires
• Experience with VR, eye tracking or other wearable technology
• Having been an early member of a customer success team that grew