Strategic Customer Success Manager - B2B Safety Technology

Strategic Customer Success Manager - B2B Safety Technology

Location: Cleveland, OH
Compensation: $75-80k plus annual bonus

ABOUT THE COMPANY:
B2B safety technology/software company focused on helping organizations respond to emergencies and critical incidents.

POSITION SUMMARY

We are seeking a proactive, performance-driven Client Success Manager to manage and grow institutional and enterprise client relationships.

This mid-level role serves as the primary point of contact from go-live through renewal. The CSM will focus on driving software adoption, protecting recurring revenue, reducing churn, and identifying opportunities for account growth.

KEY RESPONSIBILITIES

Strategic Account Management

• Build strong relationships with client decision-makers and executive stakeholders.

• Understand client goals, safety requirements, compliance needs, and organizational priorities.

• Conduct recurring business reviews and connect platform performance to measurable business outcomes.

Account Retention & Renewals

• Manage the renewal process for an assigned portfolio of enterprise accounts.

• Monitor account health and proactively identify churn risks.

• Develop and execute strategies to strengthen retention and customer satisfaction.

Software Adoption

• Analyze usage metrics and customer health scores to identify engagement gaps.

• Develop targeted strategies to increase adoption and maximize the value clients receive from the platform.

• Drive customers from implementation through measurable outcomes.

Revenue Growth

• Identify and develop up-sell and cross-sell opportunities within existing accounts.

• Build expansion strategies around the client’s business needs and priorities.

Customer Advocacy

• Identify customers who can support case studies, testimonials, referrals, and other advocacy initiatives.

• Develop strong customer relationships that lead to peer referrals and warm introductions.

Issue Resolution

• Serve as the strategic liaison between clients and technical support/product teams.

• Coordinate resolution of high-priority technical issues and account concerns.

• Communicate clearly with clients throughout the resolution process.

QUALIFICATIONS

• 5–7 years of experience in Customer Success, Account Management, or Client Services.

• Experience within enterprise B2B SaaS or high-compliance software environments.

• Strong understanding of SaaS retention metrics, including GRR, NRR, churn, and Customer Health Scores.

• Experience with CRM and Customer Success platforms such as Salesforce, HubSpot, or Gainsight.

• Proven ability to manage complex, multi-stakeholder enterprise relationships.

• Experience building relationships with security leaders, executive buyers, and other senior stakeholders.

• Strong problem-solving skills with the ability to remain calm and effective during account escalations or technical challenges.

• Excellent communication, relationship-building, and organizational skills.

KEY SKILLS

• B2B SaaS

• Customer Success

• Enterprise Account Management

• Client Retention

• Renewals

• Software Adoption

• Account Expansion

• GRR & NRR

• Churn Management

• Customer Health Scores

• Executive Relationship Management

• CRM / Customer Success Platforms

• Technical Issue Resolution

• Customer Advocacy

• Strategic Account Management