Customer Success Manager
The Customer Success Manager (CSM) helps bring the full value of Safeguard to life for our customers. In this role, you guide customers through every stage of the journey—from onboarding and adoption to retention and expansion—making sure they see clear, measurable impact from Safeguard’s hardware and software solutions. This is more than account management. This role is about being a trusted advisor, strategic partner, and relentless customer advocate. You build lasting relationships, remove friction, drive adoption, and help customers turn Safeguard’s hardware and software into everyday impact for their teams. Customer Success at Safeguard is proactive, high-touch, and deeply connected to how we grow. You will partner across Product, Engineering, Sales, and Support to elevate the customer journey, surface real-world insights, and influence both product direction and commercial strategy. Customer Success plays a central role in delivering Safeguard’s mission to save lives, give back, and continually innovate by helping customers realize real, daily value from our products and platforms. This role directly influences retention, product direction, and long-term customer trust.
What you will do
Customer onboarding & adoption
- Lead customer onboarding from deployment through steady-state usage.
- Guide customers through configuration, training, and best practices.
- Partner with Sales and Implementation teams for a smooth post-sale handoff.
Customer relationship management
- Serve as the primary point of contact for key customers.
- Build trusted relationships with operational, technical, and executive stakeholders.
- Act as the customer advocate internally.
Retention, expansion & advocacy
- Monitor customer health indicators including usage and adoption trends.
- Proactively identify and mitigate churn risk.
- Identify expansion opportunities in partnership with Sales.
Feedback & voice of customer
- Capture and synthesize customer feedback (VOC).
- Share insights with Product and Engineering teams.
- Identify systemic issues impacting customer experience.
Cross-functional collaboration
- Collaborate closely with Product, Engineering, Sales, and Support teams.
- Contribute to onboarding, support, and lifecycle process improvements.
Success measures
- Customers successfully onboarded and actively using Safeguard solutions.
- Reduced churn risk through proactive engagement.
- Clear customer insights influencing product and commercial decisions.
- Strong renewals, expansions, and customer advocacy.
What we look for
- Direct experience in electrical utilities, energy, infrastructure construction, or a related field.
- Strong communication skills and confidence working directly with customers.
- Experience in Customer Success, Account Management, or a similar customer-facing role.
- Ability to manage multiple accounts, priorities, and stakeholders.
Preferred
- Experience in B2B, SaaS, hardware-enabled SaaS, or connected technology.
- Familiarity with operational, safety-critical, or frontline workforce environments.
Key traits
- Customer-first and outcomes-driven.
- Proactive, organized, and solution-oriented.
- Comfortable translating feedback into actionable insights.
- Collaborative and execution-focused.