Strategic Customer Success Manager - B2B Safety Technology Job Beachwood area,Ohio USA,Customer Service/HelpDesk

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 with in 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, Hub Spot, 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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