Note: The job is a remote job and is open to candidates in USA. RealNetworks, through its SAFR business, provides face-based computer vision solutions using artificial intelligence and machine learning. The Customer Success Manager will serve as the primary contact for SaaS and Hardware-as-a-Service customers, leading onboarding, adoption, engagement, issue resolution, retention, renewals, and customer advocacy.
Responsibilities
- Customer Onboarding: Guide new customers through implementation and setup, establish success expectations and milestones, and ensure a smooth transition into ongoing adoption
- Account Management: Serve as the primary contact for a portfolio of customers, proactively managing relationships and needs
- Customer Engagement & Value Realization: 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
- Product Adoption: Promote best practices and proactively identify opportunities to increase adoption, engagement, and customer value across SAFR Guard features and capabilities
- Issue Resolution: Collaborate with technical support and product teams to resolve customer concerns and ensure a timely, high-quality resolution
- Customer Health, Retention & Renewals: Proactively monitor customer health, identify engagement or adoption gaps and churn risks early, and partner internally to support retention and renewal efforts
- Customer Advocacy: 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
- Customer Insights & Reporting: 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
- Record Management and organization: Review incidents for context and relevant applicable policy and procedures, exercise sound judgement in the execution of duties and responsibilities
Skills
- Remote in the US, West Coast 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
- 3+ years in Customer Success or Client Services with B2B SaaS solutions strongly preferred
- Technical aptitude, preferred
Company Overview