Customer Success Manager (CSM)

SafetyChain Software is looking for a driven, experienced and successful Customer Success Manager. This role will be focused on building and managing the relationship with our customers and ensuring our customers are successfully utilizing the full capacity of the platform, and as a result, receiving maximum value from our solution.

Do you have strong technical skills? Enjoy speaking to customers and solving problems? If so, this could be a great fit - let’s dig into the details. 

Who we are:SafetyChain is a fast growing B2B SaaS software company focused on food and beverage, CPG and other related process manufacturers in North America. Our industry leading Plant Management Platform helps manufacturers improve yield, maximizes productivity, and ensures compliance throughout their operations.

We have a passionate, fast-paced team that works out of our Novato, CA and remotely, serving our customers in over 1,500 of their locations across the country. We operate with the fun and flexibility of a start-up combined with the stability of a more mature software company (over 10 years). 

Our clients include many well-known brands like Albertsons, Beech-Nut, ClifBar, Driscoll’s, Kellogg’s, Sanderson Farms, Schwan’s, See’s Candies, Tyson Foods, Wayne Farms, Whole Foods and WhiteCastle. We believe help and hustle make for a great place to work and we have fostered a dynamic, positive culture that empowers our team to spend every ounce of energy towards solving our customers’ problems… and supporting each other. Our culture is real, tangible and immensely rewarding. 

What you'll do:You will be responsible for engaging with customers by phone, email, video conference and face-to-face meetings to help them maximize their usage and value with the system ultimately driving more successful business outcomes. You will work closely with cross-functional teams (Account Management, Continuous Improvement Coaches, Professional Services & Support) that manage relationships, projects and customer support tickets. Through these various engagements, you will explore new customer needs, assist with advanced configuration/reporting and training, share relevant product / capability updates and assist when technical issues require escalation. You will be an expert in our solutions including new capabilities.

Key Responsibilities

• Customer technical training - webinars, videos, onsite and live meetings
• Identify strategies and solutions to help customers drive successful business outcomes
• Advanced configuration & reporting
• Escalation support - troubleshooting, solutioning
• Internal technical training for new features and best practices
• Customer Usage tracking
• Success planning and managing customer’s success charter
• Generate case studies, ROI and product enhancement use cases in collaboration with the customer’s Continuous Improvement Coach.
• Support and participate in regular Business Reviews offering recommendations to customers
• Listening and uncovering business challenges to earn the trust of customers
• Engaging peers and team members to coordinate the right internal resources to delight customers
• Make a positive impact on customer Net Revenue Retention, NPS and expansion

Our Ideal Candidate

Our ideal candidate is a seasoned SaaS professional that has demonstrated success in leading small technical support, technical account management and/or customer success teams supporting a mission critical application. You have strong technical skills with an equally strong passion for problem solving and serving customers utilizing a mission critical application. Prior experience in SaaS technical support or project management is a requirement – you must be able to demonstrate your experience configuring SaaS software for customers. Prior experience in food plant manufacturing and operational efficiency is a big plus. 

Qualifications we’re looking for include:

• Bachelor’s Degree (BA/BS) or equivalent work experience required.
• 3 years of experience in SaaS technical support (help desk) or software implementation
• 2 years of experience supporting manufacturing industry customers
• 2 years of experience with Quality Management Software (QMS)
• Working knowledge of ERP, MES and related systems
• Experience with Statistical Process Control (SPC) and OEE.
• Experience with safety, quality and compliance systems.
• Experience presenting, training and demoing software to groups
• Experience using CRM and help desk ticketing systems (Hubspot a plus)
• Ability to travel to customer sites (20%).

Skills

• Strong presentation skills (online and in-person)
• Creative, strategic, and solution-oriented problem solver
• Create and deliver effective software training programs
• Ability to thrive in high pressure environment with challenging customers
• Demonstrated strong analytical acumen to identify, triage, and recommend troubleshooting with software applications.
• Willingness to learn and adapt new skills/technology.
• Excellent communication skills (written, verbal, online/offline)
• Strong interpersonal skills and capability to interact at different levels of seniority
• Ability to quickly build trust and rapport
• Ability to work independently and through teams, at multiple organizational levels.
• Extremely detail-oriented; effectively manage multiple customers and projects.
• Eagerness to learn new skills, grow professionally, and take on new challenges.
• Motivated and focused self-starter with strong leadership skills who can work independently or within a team.
• Skilled in Microsoft Office (Excel, PowerPoint, Word, and Visio).

Personal Attributes and Traits Important to Us

• Growth mindset
• Energized by startup environment 
• Initiative: the ability to get started and work independently when necessary, to come up with ideas and carry them out.
• Process Driven: you are highly structured, disciplined and organized in creating and executing operational processes to ensure a consistent, repeatable outcome.
• Inquisitiveness: a desire to expand your knowledge base and explore concepts and ideas that are new and unfamiliar.
• Integrity: Ability to offer and solicit honest feedback and always have the best interests of the team and the customers in mind.
• Patience: the ability to adapt to changing situations while remaining calm, collected, and committed.
• Team Interactions: Seeks opportunities to collaborate and to help others.
• Self-improvement: Ability to identify mistakes and quickly adjust approach when confronted with new information or perspective.
• Work collaboratively as a team player in a team environment.
• Awesome attitude, great energy & relentless work ethic

Things that make the job awesome

• Competitive compensation plan 
• Stock options
• Health benefits
• Vacation
• Flex Schedule
• Work From Home Flexibility
• Fast growing tech company with big upside opportunity 
• Great team, product and culture 

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status or any other characteristic protected by law applicable to the state in which you work.