Customer Success Manager - Remote

Overview

BIS Safety Software is a fast-paced, high-growth organization providing leading software for the safety industry. We are expanding our team and are seeking an experienced, full-time Customer Success Manager who brings a passion for outstanding customer service, a proactive approach to client education and engagement, and a strong understanding of software and technology.

In Short

• Manage full-cycle customer success including onboarding, ongoing support, retraining, and long-term care.
• Build strong relationships across a portfolio of 25–30+ clients and drive engagement through regular business reviews.
• Own retention efforts and identify opportunities for upselling and expanding system use.
• Track and report engagement activity including booked meetings, client feedback, and usage patterns.
• Act as a product consultant by collaborating with clients and internal teams to ensure needs are met.
• Partner with Technology and Marketing teams to share client insights and influence product improvements.
• Use Customer Health Scores and monitoring tools to proactively address engagement risks.
• Track and analyze NPS data to refine and guide customer success strategies.
• Contribute to the development of the Customer Success function as we continue to scale.
• Guide clients through the full journey from onboarding to adoption, expansion, and advocacy.

Requirements

• Experience in Customer Success, ideally in a SaaS or tech environment.
• Curious, consultative, and motivated by problem solving and relationship building.
• Understand software workflows and can confidently teach, support, and advise clients.
• Strong interpersonal and soft skills with the ability to build trust and rapport.
• Flexible with working hours, preferably EST, and open to both remote and in-person work.
• Customer-obsessed mindset and take ownership of client outcomes.
• Comfortable with data-driven decision making and project management.

Benefits

• Opportunity to work in a fast-paced, high-growth environment.
• Engage with a diverse portfolio of clients.
• Contribute to the development of a key function in the company.
• Flexible working hours to accommodate clients.
• Collaboration with technology and marketing teams.