Client Success Manager- Italy

The Client Success Manager (CSM) plays a critical role in helping clients realize measurable business value through the successful adoption and ongoing use of Forwood's solutions. Acting as a trusted advisor, the CSM partners closely with customers to drive engagement, maximize outcomes, strengthen long-term relationships, and support retention and growth. This role ensures clients achieve their safety and operational objectives while advancing Forwood's mission to eradicate workplace fatalities.

Main Responsibilities:

• Lead the end-to-end onboarding and implementation of Forwood solutions, ensuring timely deployment and achievement of agreed success criteria.

• Develop and execute implementation plans, including project timelines, milestones, stakeholder engagement, and change management activities.

• Facilitate workshops, training sessions, and enablement programs to support user adoption and operational readiness.

• Partner with client stakeholders to establish measurable objectives, success metrics, and implementation outcomes.

• Serve as the primary customer contact and trusted advisor for a portfolio of strategic clients.

• Build strong relationships with executive sponsors, business leaders, and operational stakeholders.

• Conduct regular success reviews to assess progress, address challenges, and align on strategic priorities.

• Collaborate with Account Managers to plan and deliver Business Reviews (QBRs) that demonstrate value, highlight achievements, and identify future opportunities.

• Develop a deep understanding of each client's business, operational challenges, and safety objectives.

• Own customer success plans and roadmaps, ensuring alignment between client objectives and platform utilization.

• Drive adoption of Forwood solutions by identifying opportunities to increase engagement, expand use cases, and improve user outcomes.

• Monitor customer health indicators, usage trends, and engagement metrics to proactively identify risks and implement mitigation strategies.

• Lead retention efforts by addressing customer concerns, removing barriers to success, and ensuring continuous value realization.

• Support account growth initiatives by identifying opportunities for additional products, services, and strategic partnerships

• Develop and maintain deep expertise in Forwood's products, industry applications, and customer value propositions.

• Provide consultative guidance to clients on best practices in critical risk management, safety leadership, and digital adoption.

• Capture customer feedback and insights to inform product development, service enhancements, and customer experience improvements.

• Contribute to the creation of knowledge resources, implementation methodologies, training materials, and best practices.

• Work closely with Product, Engineering, Support, Sales, and Marketing teams to ensure exceptional customer experiences.

• Advocate for customer needs internally and help prioritize improvements that deliver the greatest customer impact.

• Share customer success stories, insights, and lessons learned to support continuous organizational improvement.

Key Requirements:

• Demonstrated ability to manage and grow client relationships in a SaaS or technology environment.

• Strong communication, presentation, facilitation, and stakeholder management skills.

• Excellent project management and organizational capabilities.

• Ability to manage multiple priorities and work effectively across cross-functional teams.

• Fluency in English and at least one Southern European language.

• Experience implementing or supporting enterprise SaaS solutions.

Why Join Forwood?

• Help some of the world's largest organizations improve safety performance and manage critical
  risks.
• Influence how technology is used to save lives and prevent serious workplace incidents.
• Work with a passionate, global team committed to making a meaningful impact.
• Contribute to the ongoing evolution of a market-leading critical risk management platform.
• Build a rewarding career with an innovative and purpose-driven organization

Originally posted on Himalayas