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Customer Success Manager (Digital Scale Focus)

Remote Based - USA

Summary

SafetyChain Software is looking for a Customer Success Manager (Digital Scale Focus) to join our Customer Success team. While you will maintain the core consultative skills of a traditional CSM, this role is uniquely designed for someone who thrives on building scalable, digital first customer journeys. We are seeking a builder mindset, someone who is AI centric and eager to leverage tools to automate workflows, personalize customer touches at scale, and gain deeper insights into account health. Reporting to the Manager of the Customer Success Team, you will be a key architect in our shift towards a one-to-many model. You will ensure our customers receive maximum value from our platform through a blend of high impact personal engagement and sophisticated digital success strategies.

If you love solving problems at scale and want to help define how we support multiple customers efficiently, let’s get into the details!

Who We Are:

SafetyChain is a rapidly scaling B2B SaaS provider revolutionizing plant management for Food and Beverage manufacturers by improving yield, maximizing productivity, and ensuring compliance. Our impressive client base includes renowned brands like Albertsons, Clif Bar, Tyson Foods, and Whole Foods. Join a dynamic, collaborative team driven by innovation, agility, and rapid growth.

What You'll Do:

You will be responsible for driving customer outcomes by blending traditional relationship management with a modern, scalable approach. In addition to managing accounts you will help build the engine that drives success across a broader customer base.

You will engage with customers via video, email, and digital channels, leveraging AI-driven tools to augment your reach and maximize customer ROI. You will work cross-functionally with Account Management, Product, and Marketing to create a seamless, AI-enhanced 'tech-touch' experience. As a platform expert, you’ll create resources that empower customers to help themselves, while stepping in personally for high-value strategic moments and complex escalations.

Key Responsibilities:

• Scalable Success Programming: Design and deliver "one-to-many" initiatives including webinars, video tutorials, and automated success plays to drive platform adoption.
• Digital Journey Management: Utilize usage tracking and health data to identify at-risk customers and trigger automated or manual interventions.
• Predictive Success Management: Utilize AI-driven analytics and usage tracking to identify patterns in customer behavior, allowing for proactive, data-led interventions that improve retention.
• Success Planning & Charters: Lead customers through the success lifecycle, ensuring their business goals align with SafetyChain’s capabilities.
• Strategic Engagement: Conduct virtual Business Reviews and "Office Hours" to provide expert recommendations to multiple customers simultaneously.
• AI-Enabled Content Creation: Use generative AI tools to rapidly produce technical training content, webinar scripts, and customer-facing FAQs that translate complex manufacturing data into actionable insights.
• Advanced Configuration: Provide technical "how-to" guidance and troubleshooting for mission-critical QMS and manufacturing workflows.
• Feedback Loop: Act as the voice of the customer to the Product team, identifying trends in the digital-led segment to influence the product roadmap.
• Retention & Growth: Proactively manage account health to drive positive Net Revenue Retention (NRR) and identify expansion opportunities.

Our Values:

• Quality Above All: Build the best and most effective experiences for our teams and our customers.
• Innovate for Impact: Pioneer solutions that enhance manufacturing processes and outcomes, benefiting both our industry partners and the consumers they serve.
• Work Smart: Drive operational excellence that maximizes productivity and delivers superior value to customers.
• Grow Together: Create strong, inclusive partnerships with customers, working as One Team with help and hustle to drive mutual success and innovation.
• Integrity in Action: Operate with honesty, transparency, and respect, fostering trust with our customers and our peers.

What You’ll Need (Requirements):

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).

Things that Make the Job Awesome:

• Competitive compensation plan.
• Opportunity for stock options.
• Health benefits.
• Self Care PTO Plan.
• Flex Schedule.
• Work From Home Flexibility.
• Fast growing tech company with big opportunity.
• Great team and culture.
• Rewarding work that is solving an important problem.
• Annual investment in your professional development.

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.