Customer Success Manager

Company Description:

Silent Beacon, LLC (SBL) is a small tech start-up focused on delivering immediate aid to those in need through wireless alert devices and tracking applications. We are proud to be an innovative producer of a diverse line of safety and emergency alert products for consumers and businesses. Safety and security are central to our product offerings and mission which we hope to extend to our growing customer base. SBL recently launched the Silent Beacon 2.0 panic button, a Bluetooth ® wearable safety device, and Enterprise Safety Solutions, a workplace safety portal. For more information on our products, please visit www.silentbeacon.com.

As we expand our Enterprise Safety Solutions, Silent Beacon is seeking a dynamic and highly motivated Client Success Manager to lead customer engagement across both the direct-to-consumer and enterprise markets. This role is critical to ensuring a seamless, positive customer journey from onboarding and training to ongoing support and relationship management. The ideal candidate is organized, attentive, patient, and resourceful, with the ability to streamline customer service processes while proactively building strong client relationships. The Client Success Manager will play a key role in optimizing customer satisfaction, driving retention, and strengthening Silent Beacon’s reputation for quality service.

Responsibilities:

• Serve as the primary point of contact for both business clients and consumers, ensuring all interactions reflect a positive, professional, and empathetic experience;
• Manage the HubSpot helpdesk by tracking, assigning, and resolving all support tickets while escalating issues to the appropriate team members or departments as needed;
• Answer and respond to customer inquiries via phone, email, chat, and CRM, ensuring all questions are addressed promptly and effectively;
• Lead onboarding for new enterprise clients by scheduling onboarding meetings, providing product training, and ensuring adoption milestones are achieved;
• Assist consumers with product setup, troubleshooting, and education to drive satisfaction and loyalty;
• Conduct regular account check-ins with business clients to monitor account health, prevent churn, and identify upsell or referral opportunities;
• Collaborate with Sales, Marketing, and Operations to streamline customer service workflows and improve the overall customer experience;
• Maintain and update customer-facing resources including FAQs, support documentation, onboarding guides, and success playbooks;
• Track, monitor, and process product returns, exchanges, and replacements to ensure timely resolution;
• Perform post-resolution follow-ups to confirm client satisfaction and close the loop on support requests;
•  Report on customer service and success metrics such as response times, resolution rates, onboarding completion, and client retention while making recommendations for improvement;
•  Build and nurture strong relationships by demonstrating a consistent customer-first mindset;
• Maintain high-quality service standards that reinforce and elevate Silent Beacon’s brand image;
• Assist with operational support such as shipping and fulfillment, with the goal of transitioning this responsibility as the company scales, and
• Other duties as assigned.

Requirements:

• 2–5 years of experience in client success, customer support, or account management (B2B and consumer preferred)
• Experience with CRM and helpdesk platforms, ideally HubSpot
• Strong written and verbal communication skills with a customer-first mindset
• Ability to manage onboarding, client check-ins, and ongoing relationship management
• Organized and adaptable, able to balance proactive outreach with reactive support
• Problem-solving skills and ability to work across departments to resolve issues

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities listed above are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Silent Beacon, LLC is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity