Customer Success Manager

Frontline Data Solutions provides web-based environmental, health, and safety software for industrial companies. The Customer Success Manager will lead the Customer Success team, developing data-driven strategies for customer engagement, retention, growth, and adoption while coaching team members and coordinating with internal teams to improve the customer experience.

Responsibilities:

• Lead, mentor, and develop a team of CS personnel, setting clear goals and performance expectations
• Develop and execute a comprehensive customer success strategy focused on retention, expansion, and advocacy
• Guide new customers through the implementation process, ensuring they understand and utilize the software effectively to achieve their health and safety goals
• Build strong, long-term relationships with key customer stakeholders, acting as a trusted advisor and advocate
• Proactively monitor customer usage and identify opportunities to increase the value they derive from our solutions
• Drive customer satisfaction and loyalty, leading to successful renewals and potential upsell/cross-sell opportunities
• Maintain a deep understanding of Frontline's software, including its features, functionalities, and best practices
• Work closely with internal teams (sales, support, product development) to ensure a seamless customer experience and address customer needs effectively
• Contribute to the ongoing development of customer success strategies, processes, and resources

Requirements:

• Proven experience in environmental, health, and safety, preferably within the chemical, oil & gas, or manufacturing industries
• Ability to develop and implement strategies that enhance customer engagement, retention, and expansion
• Excellent written and verbal communication, active listening, and presentation skills
• Ability to build rapport and trust with customers
• Comfortable with technology and able to quickly learn and explain software functionalities
• Comfortable using customer data and analytics to assess performance and make strategic decisions
• Experience managing projects and coordinating resources to ensure successful outcomes
• Driven to achieve targets and exceed customer expectations
• Experience leading the customer success function within a SaaS environment, with team management experience preferred