Customer Success Manager- Safety / EH&S Sector

Predictive Safety SRP, Inc. develops technology solutions that help organizations reduce workplace safety risks and costs caused by fatigue and cognitive impairment. The Customer Success Manager will ensure the successful implementation and ongoing success of the company's platform, focusing on customer satisfaction, platform adoption, and revenue growth within existing accounts.

Responsibilities:

• Serve as the primary implementation and onboarding lead for new customers
• Travel to customer sites (approximately 30% of work time) to facilitate implementation and user adoption
• Create and deliver onboarding programs for operators, contractors, supervisors, frontline managers, and safety teams
• Train customers on fatigue management workflows, alertness detection protocols, reporting capabilities, and best practices
• Conduct site assessments to ensure successful deployment and operational readiness
• Develop and maintain onboarding materials, training guides, SOPs, and customer success documentation
• Facilitate customer workshops and change management initiatives
• Monitor onboarding milestones and ensure timely achievement of implementation goals
• Act as a trusted advisor during the critical adoption period
• Own ongoing customer relationships and drive retention, expansion, and revenue growth across the existing client base
• Serve as the primary relationship manager for assigned customer accounts
• Conduct regular business reviews with customer stakeholders
• Develop account growth plans focused on user adoption, expansion, and long-term success
• Identify upsell, cross-sell, and expansion opportunities
• Monitor account health metrics and proactively address risks
• Partner with customer leadership teams to ensure continued achievement of safety objectives
• Collaborate with Customer Success, Sales, Product, and Support teams to deliver exceptional customer outcomes
• Maintain accurate account records, forecasts, and activity tracking within CRM systems
• Partner with the sales team and channel partners to support new business acquisition
• Conduct product demonstrations and technical presentations for prospective customers
• Support direct sales opportunities through discovery, solution design, and technical validation
• Collaborate with channel partners, resellers, and strategic alliances to generate and close opportunities
• Assist in responding to RFPs, RFIs, and customer technical questionnaires
• Translate customer operational challenges into tailored software solutions
• Support pilot programs, proof-of-concepts, and evaluation projects
• Provide feedback to product and engineering teams based on customer needs and market trends
• Participate in industry conferences, trade shows, and partner events

Requirements:

• Bachelor's degree in Business, Engineering, Safety Management, Occupational Health, Industrial Technology, or a related field
• Knowledge of SaaS implementation methodologies and customer success best practices
• 3–7+ years of experience in SaaS sales engineering, customer success, implementation, account management, safety technology, or industrial operations
• Experience working with frontline operational environments such as transportation, mining, construction, manufacturing, logistics, energy, or heavy industry
• Strong presentation, training, and facilitation skills
• Ability to communicate effectively with frontline workers through executive leadership
• Experience managing customer relationships and growing recurring revenue accounts
• Immaculate organization and inbox hygiene
• CRM experience (Salesforce, HubSpot, or equivalent)
• Willingness to travel approximately 30% of the time
• Experience with fatigue risk management systems (FRMS)
• Experience with safety technology i.e telematics, fleet safety, or workforce risk management solutions
• Familiarity with safety regulations and operational compliance programs
• Experience working with channel partners and indirect sales models