Customer Success Manager - Safety / EH&S Sector

Company Overview

Predictive Safety SRP, Inc. specializes in technology solutions that assist organizations in minimizing workplace safety risks and costs resulting from fatigue and cognitive impairment. Their flagship products, PRISM and AlertMeter, enable real-time identification and management of these risks, enhancing workplace safety and productivity. These tools support data-driven decision-making to improve safety programs, compliance, and workforce performance.

Position Summary

This full-time remote role as a Customer Success Manager involves overseeing the successful implementation, customer adoption, growth, and continuous success of the company's fatigue management and impairment detection platform. Key objectives include delivering outstanding customer experiences, achieving full customer satisfaction, maximizing application use, aiding new business development, and increasing revenue within existing accounts. Performance will be measured by customer outcomes, adoption and retention rates, revenue growth, and building trusted long-term relationships.

Key Responsibilities

• Lead new customer onboarding and training, including traveling approximately 30% to client sites to ensure effective deployment.
• Design and execute onboarding programs for operators, contractors, supervisors, frontline managers, and safety teams; conduct site assessments to verify readiness.
• Create and maintain onboarding resources such as training materials, SOPs, and success documentation; facilitate workshops and change management efforts.
• Monitor progress against implementation milestones and act as a trusted advisor during critical adoption phases.
• Manage ongoing customer relationships to drive retention, expansion, and revenue growth, conducting regular business reviews and developing growth strategies.
• Identify upselling and cross-selling opportunities and proactively mitigate risks by monitoring account health.
• Collaborate internally with Customer Success, Sales, Product, and Support teams to ensure exceptional outcomes and maintain accurate CRM records.
• Support sales engineering and new business pursuits by conducting product demos, tailoring solutions, partnering with channel allies, responding to technical requests, and participating in industry events.

Assessment Metrics

• Time-to-go-live, user adoption, training completion, onboarding satisfaction, and implementation success for onboarding.
• Net and gross revenue retention, renewal rates, expansion revenue, customer satisfaction, and account health for account management.
• Sales pipeline impact, opportunity win rates, channel revenue, proof-of-concept success, and technical customer satisfaction for sales support.

Required Qualifications

• Bachelor’s degree in Business, Engineering, Safety Management, Occupational Health, Industrial Technology, or related disciplines.
• 3 to 7+ years’ experience in SaaS sales engineering, customer success, implementation, account management, safety technology, or industrial operations.
• Familiarity with frontline operational environments such as transportation, mining, construction, manufacturing, logistics, energy, or heavy industry.
• Strong skills in presenting, training, facilitating, and communicating effectively across all organizational levels.
• Proven ability to manage customer relationships and grow recurring revenue.
• Excellent organizational skills including maintaining an orderly inbox.
• Experience with CRM tools such as Salesforce, HubSpot, or similar.
• Willingness to travel approximately 30% of the time.

Preferred Qualifications

• Experience with fatigue risk management systems (FRMS) and safety technologies like telematics or workforce risk management solutions.
• Knowledge of safety regulations and compliance programs.
• Background working with channel partners and indirect sales frameworks.

Success Indicators Within 12 Months

• Successfully onboard and train numerous enterprise clients.
• Achieve elevated customer adoption and utilization benchmarks.
• Make significant contributions to new customer acquisition through technical sales support.
• Develop robust relationships with strategic channel partners.
• Consistently meet customer retention targets.
• Generate measurable revenue expansion within current customer accounts.
• Become a trusted advisor for customers implementing fatigue and impairment management programs.

Compensation & Benefits

• Competitive base salary commensurate with experience.
• Variable incentive plan based on new business support, onboarding success, customer retention, revenue growth, and account expansion.
• Health, dental, and vision insurance.
• Paid holidays and additional leave benefits.

Additional Information

This role suits professionals who enjoy engaging directly with customers, solving operational safety challenges, supporting revenue growth, and enhancing workforce safety through technology.