Customer Success Manager I

HSI

5d•Remote

About The Position

As a Customer Success Manager I (CSM I), you will serve as a trusted advisor to our customers, helping them maximize the value of our solutions while supporting their safety, compliance, and operational goals. You will build strong client relationships, drive product adoption, and partner cross-functionally to deliver an exceptional customer experience.

Requirements

2+ years of experience in Customer Success, Account Management, SaaS support, or a related client-facing role
Proven ability to build strong customer relationships and support retention, renewal, or growth objectives
Strong communication, presentation, and problem-solving skills with the ability to engage a variety of stakeholders
Experience managing multiple customer accounts and priorities in a fast-paced environment
Proficiency with Salesforce, Gainsight, HubSpot, or similar CRM/customer success platforms
Comfortable analyzing customer usage data and translating insights into actionable recommendations
Highly collaborative mindset with experience working cross-functionally across Sales, Support, Product, and Implementation teams
Bachelor’s degree or equivalent professional experience

Nice To Haves

Experience working in a SaaS environment
Exposure to EHS (Environmental Health & Safety), compliance, workforce management, or related industries
Ability to effectively communicate with senior leaders and executive stakeholders
Experience conducting business reviews, onboarding sessions, or customer training
Familiarity with renewal, adoption, and customer health metrics such as NRR, churn, and product utilization

Responsibilities

Manage and grow relationships with assigned customer accounts, acting as the primary post-sale point of contact
Develop and execute customer success plans focused on adoption, retention, and long-term value realization
Identify opportunities for account growth, expansion, and increased platform utilization
Partner with Sales, Support, Product, and Implementation teams to resolve customer challenges and drive successful outcomes
Conduct regular business reviews and customer check-ins, providing insights, recommendations, and ROI-focused guidance
Monitor customer health metrics and proactively address risks to retention or engagement
Maintain strong renewal performance while contributing to upsell and expansion goals
Advocate for customer needs internally and provide feedback to support continuous product and process improvement