Customer Success Manager, Small Business

HSI is a fast-growing SaaS company helping organizations simplify safety, compliance, and workforce management — empowering businesses to keep their people safe, trained, and compliant.

Essential Functions

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
• Work with customers to ensure they are leveraging our services effectively and finding value in our services
• Become an expert in our services and educate customers on the use and benefits of our products
• Work closely with New Business Acquisition, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Retention Rate of 95%+.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage

Other duties as assigned

Competencies

• Communication – Possesses strong verbal, written, and presentation skills; able to engage effectively with customers at all levels, including executives.
• Confidence and Motivation – Displays high energy, self-motivation, and confidence while working both independently and as part of a team.
• Adaptability – Thrives in fast-paced environments, demonstrating a strong desire and ability to learn and grow.
• Multitasking – Manages multiple priorities and projects effectively without sacrificing quality or attention to detail.
• Technical Aptitude – Understands internet and web-based applications, with a willingness to learn new technologies.
• Product Knowledge – Able to quickly understand and clearly articulate HSI’s products, services, and overall value proposition.
• Organization – Maintains strong organizational skills, attention to detail, and effective prioritization of tasks.

• Bachelor’s degree or equivalent experience in Customer Support, Customer Success, Sales, Business Development, or Account Management required.
• Experience managing a high volume of small business accounts or a large book of customers is preferred.
• Experience working under monthly, quarterly, or annual revenue quotas strongly preferred.
• Previous experience using Salesforce and Customer Success platforms preferred.
• Proven ability to build relationships and communicate effectively with senior and executive-level customer contacts.
• Proficiency in Microsoft Office applications.
• Knowledge of EHS and compliance management is a plus.

ADA Requirements

Constant interpersonal skills, teamwork, customer service, problem analysis, and reading, speaking, writing, and understanding English. Frequent creativity, mentoring, presentations, and teaching. Occasional decision making and independent judgment or action. Frequent keyboarding, sitting, standing, hearing, and talking.