Saas Customer Success Manager

Saas Customer Success Manager

Requirements

• Bachelor’s degree
• 5+ years of experience in customer success, technical implementations, onboarding, training, or sales engineering in B2B SaaS environment
• Track record of success with managing multiple active implementation projects, each with multiple stakeholders
• Client-driven mentality and a willingness to drive problems to a solution
• Ability to understand and anticipate customer needs and concerns and the agility to adapt methodologies and processes to better serve the unique requirements of each customer
• Exceptional oral and written communication, and presentation skills and the ability to convey complex information in a simplified manner
• Communicate effectively across multiple job functions and levels of the customer organization
• Strong critical thinking skills, an educator’s mindset, and the desire to continuously improve
• Willingness to travel (up to 25%) as needed to customer sites

Responsibilities

• Own the onboarding of new customers, ensuring a smooth and positive experience through implementation, training, and adoption
• Create training documentation and other tools and resources to improve training effectiveness and customer execution
• Collaborate closely with new customers to assess and capture technical and project requirements and ensure the Master Lock cLOTO solution and implementation plan aligns with customer-specific needs
• Regularly engage with customers through meetings, calls, and on-site visits to ensure alignment on objectives and expectations, schedules, and logistics
• Communicate closely and professionally with multiple customer stakeholders to ensure they are up to date on latest actions, next steps, and overall progress toward implementation completion
• Advocate for customer needs with internal teams; support with data and analytics to drive decision-making
• Proactively engage with customers post-implementation to conduct regular check-ins, gather feedback, and identify any additional service and support needs
• Contribute to the development of customer-success strategies, best practices, and methodologies to enhance customer onboarding content and improve efficiency and effectiveness of implementations and team processes
• Identify opportunities for knowledge management, documentation, and service automation, and participate in creating those tools
• Collaborate closely with Category Management Team to relay client feedback, contribute to product enhancement initiatives, and ensure the timely resolution of issues
• Work as a subject matter expert maintaining up-to-date knowledge of industry and regulatory changes

Preferred Qualifications

• Knowledge of workplace safety, namely lockout tagout (OSHA 1910.147)
• Experience collaborating with stakeholders in target industries including manufacturing, oil and gas, food process, public utilities