Customer Success Manager - Field1st
About The Position
At Field1st, we’re redefining what safety looks like in the real world. We build AI-powered tools that help frontline teams identify risk sooner, act faster, and make sure everyone goes home safe at the end of the day. Our platform is used in high-impact, high-risk environments—construction sites, utilities, manufacturing floors—where the work matters and the outcomes are real. If you’re excited by solving hard problems, building technology people actually want to use, and being part of a fast-growing team that’s transforming safety from reactive to predictive, you’ll feel right at home here. Summary: This role owns post-implementation customer success for a highly configurable B2B SaaS platform. You will manage a portfolio of customers after go-live, driving adoption, retention, measurable safety outcomes, and expansion. You will serve as a strategic advisor to EHS and Operations leaders, aligning Field1st workflows and analytics to business goals while ensuring customers achieve sustained value. This role sits at the intersection of relationship management, data-driven performance improvement, and revenue retention.
Requirements
- 4+ years in one or more of the following roles: Customer Success Management Account Management SaaS post-sales or subscription renewals Solutions consulting or customer advisory roles
- Proven track record driving renewals, adoption, and revenue expansion in a subscription-based SaaS model
- Experience managing a portfolio of accounts with structured engagement processes (QBRs, success plans, renewal forecasting)
- Strong executive presence and communication skills with the ability to engage both frontline users and senior leaders
- Ability to interpret usage data and translate insights into actionable improvement plans
Nice To Haves
- Experience in safety, EHS, utilities, construction, manufacturing, logistics, or other compliance-heavy environments preferred
Responsibilities
- Own post-sale customer success from go-live through renewal and expansion
- Serve as the primary strategic contact for assigned accounts, building trusted relationships across Safety, Operations, and executive stakeholders
- Develop and manage customer success plans including activation targets, adoption benchmarks, and KPI baselines
- Lead recurring check-ins, performance reviews, and quarterly business reviews (QBRs)
- Translate platform usage and safety data into clear business outcomes such as improved inspection cadence, increased near-miss reporting, faster action closure, and stronger compliance performance
- Monitor account health using defined metrics including feature adoption, workflow completion rates, stakeholder engagement, and support trends
- Identify churn risks early and execute structured recovery plans including retraining, workflow optimization, and stakeholder re-engagement
- Partner with Sales to drive renewals and expansion opportunities tied to measurable value and business outcomes
- Identify upsell opportunities including expanded divisions, additional workflows, analytics adoption, and AI-driven features
- Represent the voice of the customer internally, providing structured feedback to Product and Engineering
- Collaborate cross-functionally with Implementation, Support, Product, and Sales to ensure a unified customer experience
- Maintain accurate CRM records including health status, risks, renewal timelines, and expansion forecasts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
