Note: The job is a remote job and is open to candidates in USA. Frontline Data Solutions provides web-based environmental, health, and safety software for industrial companies. The Customer Success Manager will lead the Customer Success team, developing data-driven strategies for customer engagement, retention, growth, and adoption while coaching team members and coordinating with internal teams to improve the customer experience.
Responsibilities
- Lead, mentor, and develop a team of CS personnel, setting clear goals and performance expectations
- Develop and execute a comprehensive customer success strategy focused on retention, expansion, and advocacy
- Guide new customers through the implementation process, ensuring they understand and utilize the software effectively to achieve their health and safety goals
- Build strong, long-term relationships with key customer stakeholders, acting as a trusted advisor and advocate
- Proactively monitor customer usage and identify opportunities to increase the value they derive from our solutions
- Drive customer satisfaction and loyalty, leading to successful renewals and potential upsell/cross-sell opportunities
- Maintain a deep understanding of Frontline's software, including its features, functionalities, and best practices
- Work closely with internal teams (sales, support, product development) to ensure a seamless customer experience and address customer needs effectively
- Contribute to the ongoing development of customer success strategies, processes, and resources
Skills
- Proven experience in environmental, health, and safety, preferably within the chemical, oil & gas, or manufacturing industries
- Ability to develop and implement strategies that enhance customer engagement, retention, and expansion
- Excellent written and verbal communication, active listening, and presentation skills
- Ability to build rapport and trust with customers
- Comfortable with technology and able to quickly learn and explain software functionalities
- Comfortable using customer data and analytics to assess performance and make strategic decisions
- Experience managing projects and coordinating resources to ensure successful outcomes
- Driven to achieve targets and exceed customer expectations
- Experience leading the customer success function within a SaaS environment, with team management experience preferred
Benefits
- Make a real difference in helping industrial companies improve their EHS performance and create a safer, more sustainable workplace.
- Work directly with senior leadership, reporting to the VP of Operations, in an autonomous and entrepreneurial culture with zero bureaucracy.
- Work remotely from anywhere in the United States, enjoying a flexible work arrangement. All Frontline employees work remotely full time.
- Be part of a dynamic, collaborative, and supportive team that values innovation and customer success.
- Health, vision, and dental insurance.
- Matching 401(k) plan.
- PTO.
Company Overview