Customer Success Manager - B2B Safety Technology

Location: Cleveland, OH

Compensation: $75-100k 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

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