Customer Success Manager

The Customer Success Manager (CSM) for Key Accounts will be instrumental in leading the customer success organization in ensuring the success of our largest customers. This role involves managing the onboarding process, providing ongoing support, and effectively handling escalations to ensure that our Software and Service Solutions (SaaS) align with client expectations and business objectives. The CSM will act as a trusted advisor, advocating for customers while driving their adoption and satisfaction with our products and services.

What You'll Be Doing

• Onboarding Key Accounts
• Lead the onboarding process for key enterprise customers, ensuring that they are equipped and trained to leverage the full capabilities of our solutions.
• Develop and implement customized onboarding plans that align with specific customer goals and timelines.
• Customer Support and Relationship Management
• Build and maintain strong relationships with key stakeholders within key accounts, ensuring ongoing engagement and satisfaction.
• Lead and continue to develop strong customer success organization
• Regularly communicate with customers to understand their needs, gather feedback, and provide tailored solutions.
• Escalation Management
• Serve as the primary point of contact for escalated issues, coordinating with internal teams to address and resolve customer concerns promptly.
• Proactively identify potential problems and risks, developing strategies to mitigate issues before they escalate.
• Account Review and Optimization
• Conduct regular business reviews with customers to assess satisfaction, usage, and alignment with goals, providing actionable recommendations for optimization.
• Monitor customer health metrics to highlight areas of opportunity for improved user engagement and feature utilization.
• Customer Advocacy and Insights
• Advocate for customer needs within the organization, working closely with product development and marketing to ensure that customer feedback informs product enhancements.
• Provide insights and reporting on customer usage trends, satisfaction levels, and needs to drive strategic decisions.
• Training and Resources
• Develop and deliver training and resources to customers, enabling them to maximize their investment and enhance their operational efficiency.
• Create documentation and self-help resources to empower customers with the tools to succeed.
• Drive software adaptation, embedded usage, and measurable value realization
• Collaborate with sales, support, and product teams to align customer success initiatives with broader company objectives.
• Participate in cross-functional projects to enhance customer experience and team efficiency.
• Translate operations data and insights into customer business outcomes
• lead onboarding, enablement, and training standardization for software solutions
• Monitor software health, usage trends and churn risk
• support renewals and expansion through demonstrated POI and outcome tracking

• Bachelor’s degree in Business, Information Technology, or a related experience;
• Proven experience (10+ years) in customer success management, account management, or a related role, particularly with enterprise customers in the mobility sector.
• Strong understanding of customer success for software and service solutions (SaaS) and key account management best practices.
• Proficient in CRM tools (e.g., Salesforce) and customer success management platforms (e.g., SAP and BI Tools).
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of an organization.
• Strong analytical and problem-solving skills, with a customer-focused mindset.

Who we are:

Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we're just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Why Work At Brady

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

Our Benefits

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
• Generous 401(k) with company match
• Paid time off and holidays
• Opportunity to participate in incentive programs for all full-time employees
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
• Education reimbursement opportunities
• Scholarship program for children of Brady employees
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program