Customer Success Manager

RealNetworks•Seattle, WA

8d•$75,000 - $100,000•Remote

About The Position

The SAFR business is looking for a proactive Customer Success Manager to join our team. This role is responsible for ensuring a seamless and successful experience for our SaaS (Software-as-a-Service) and HaaS (Hardware-as-a-Service) customers. You’ll serve as the primary point of contact, helping customers realize value from our solutions, drive adoption, and ensure satisfaction and retention. If you’re energized by helping customers succeed and are passionate about delivering value, this is the role for you!

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 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.

Nice To Haves

Technical aptitude, preferred

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 are realizing measurable value from SAFR Guard.
Promote best practices and proactively identify opportunities to increase adoption, engagement, and customer value across SAFR Guard features and capabilities.
Collaborate with technical support and product teams to resolve customer concerns and ensure a timely, high-quality resolution.
Proactively monitor customer health, identify engagement or adoption gaps and churn risks early, and partner internally to support retention and renewal efforts.
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.
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.
Review incidents for context and relevant applicable policy and procedures, exercise sound judgement in the execution of duties and responsibilities.