Customer Success Manager I

HSI is a leading provider of innovative training, safety management, and compliance solutions. As a Customer Success Manager I, you will serve as a trusted advisor to customers, helping them maximize the value of HSI's solutions and achieve their safety and compliance goals.

Responsibilities:

• Manage and grow relationships with assigned customer accounts, acting as the primary post-sale point of contact
• Develop and execute customer success plans focused on adoption, retention, and long-term value realization
• Identify opportunities for account growth, expansion, and increased platform utilization
• Partner with Sales, Support, Product, and Implementation teams to resolve customer challenges and drive successful outcomes
• Conduct regular business reviews and customer check-ins, providing insights, recommendations, and ROI-focused guidance
• Monitor customer health metrics and proactively address risks to retention or engagement
• Maintain strong renewal performance while contributing to upsell and expansion goals
• Advocate for customer needs internally and provide feedback to support continuous product and process improvement

Requirements:

• 2+ years of experience in Customer Success, Account Management, SaaS support, or a related client-facing role
• Proven ability to build strong customer relationships and support retention, renewal, or growth objectives
• Strong communication, presentation, and problem-solving skills with the ability to engage a variety of stakeholders
• Experience managing multiple customer accounts and priorities in a fast-paced environment
• Proficiency with Salesforce, Gainsight, HubSpot, or similar CRM/customer success platforms
• Comfortable analyzing customer usage data and translating insights into actionable recommendations
• Highly collaborative mindset with experience working cross-functionally across Sales, Support, Product, and Implementation teams
• Bachelor's degree or equivalent professional experience
• Experience working in a SaaS environment
• Exposure to EHS (Environmental Health & Safety), compliance, workforce management, or related industries
• Ability to effectively communicate with senior leaders and executive stakeholders
• Experience conducting business reviews, onboarding sessions, or customer training
• Familiarity with renewal, adoption, and customer health metrics such as NRR, churn, and product utilization