Customer Success Manager - B2B Safety Technology

$87.5k

Customer Success Manager II
**Location:** Hybrid — Beachwood, Ohio
**Schedule:** In-office Tuesday–Thursday; remote Monday and Friday
**Employment Type:** Full-time
**Compensation**
- Base Salary: $87,500
- On-Target Earnings (OTE): $109,500
**Position Overview**
The Customer Success Manager II owns an assigned customer portfolio from onboarding through renewal and expansion. This role combines customer implementation, account management, platform adoption, retention, and revenue growth.
The CSM II serves as the primary relationship owner for assigned clients, connects platform usage to measurable customer outcomes, and maintains accurate account plans and renewal forecasts.
Technical troubleshooting and product support are owned by developers. The CSM II coordinates escalations, communicates with clients, and ensures timely follow-through without managing the technical support queue.
**Key Responsibilities**
**Portfolio Management (70%)**
- Own customer relationships from onboarding through renewal and expansion.
- Build relationships with administrators, security leaders, executive sponsors, and key stakeholders.
- Monitor platform adoption, usage, account health, contracts, and customer priorities.
- Lead renewal conversations, maintain accurate forecasts, and secure documentation before contract expiration.
- Identify expansion opportunities involving additional sites, licenses, recurring services, and hardware.
- Lead business reviews connecting platform performance and safety outcomes to customer goals.
- Coordinate technical escalations with developers and ensure clear communication through resolution.
**Customer Onboarding (15%)**
- Lead customer kickoff, discovery, configuration planning, training, testing, and go-live readiness.
- Establish implementation owners, milestones, dependencies, and target dates.
- Coordinate data imports and integrations with customers and internal technical teams.
- Guide administrators through platform workflows to ensure independent operation and maintenance.
- Identify early adoption gaps, delays, and unresolved dependencies.
- Document configurations, open items, stakeholders, and next steps in HubSpot at go-live.
**Account Planning and Operations (15%)**
- Maintain account plans covering customer goals, stakeholders, deployed solutions, risks, renewals, and expansion opportunities.
- Prepare and lead quarterly, biannual, or executive business reviews based on account tier and contract value.
- Maintain accurate HubSpot records, including contracts, renewal dates, account health, meeting notes, decisions, and follow-up actions.
- Track portfolio renewals, onboarding progress, risks, growth opportunities, and executive engagement.
- Improve onboarding checklists, account management procedures, templates, and customer guidance.
- Partner with Sales, Product, Engineering, Accounting, and Marketing to ensure smooth handoffs and consistent communication.
**Required Qualifications**
- 3–5 years of B2B customer success or account management experience.
- Experience independently managing a customer portfolio, including renewals and expansion opportunities.
- Experience managing multiple customer relationships and coordinating onboarding and technical handoffs.
- Experience developing account plans and forecasting renewals in a CRM such as HubSpot.
**Preferred Qualifications**
- Experience in healthcare, education, safety technology, or other regulated industries.
- Experience managing multisite deployments.
- Accountability for measurable customer retention or expansion goals.
**Benefits**
- Paid Time Off:
- Paid Parental Leave:
- 401(k): Retirement plan with a 3% employer match.
- Health Coverage Reimbursement: $300/month for single coverage or $425/month for coverage involving dependents or a spouse.
- Paid Holidays:
- Summer Fridays: Workdays end at 3:00 p.m. from Memorial Day through Labor Day.
- Hybrid Schedule: Remote Mondays and Fridays, with in-office Tuesdays through Thursdays.

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Vacancy posted 29 days ago

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