Customer Success Manager
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Job Description
Customer Success Manager helping US B2B SaaS and HaaS customers adopt SAFR Guard. Driving onboarding, retention, renewals, and measurable value for RealNetworks’ computer vision solutions.
Responsibilities:
- Guide new customers through implementation and setup, establish success expectations and milestones, and ensure a smooth transition into ongoing adoption
- Serve as the primary contact for a portfolio of customers, proactively managing relationships and needs
- Establish a proactive customer cadence to review performance, usage, KPIs, business outcomes, questions, and feedback
- Identify opportunities to increase adoption and ensure customers realize measurable value from SAFR Guard
- Promote best practices and increase adoption, engagement, and customer value across SAFR Guard features and capabilities
- Collaborate with technical support and product teams to resolve customer concerns
- Monitor customer health, identify engagement or adoption gaps and churn risks, and support retention and renewal efforts
- Solicit customer feedback and represent the Voice of the Customer internally to inform product improvements and priorities
- Review and communicate customer performance, usage trends, success milestones, and measurable outcomes
- Maintain accurate customer records and commitments in source-of-truth systems
- Review incidents for context and applicable policy and procedures, exercising sound judgment
Requirements:
- 3+ years in Customer Success or Client Services with B2B SaaS solutions strongly 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
- Track record of executing effective onboarding, renewal, and retention strategies with 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
- Technical aptitude preferred
- Remote in the US; West Coast preferred
Benefits:
- Remote work
- Equal opportunity employment
- E-Verify participation
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