Strategic Customer Success Manager - Saas - QMS/MES

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    "description": "<p><span style=\"color: rgb(45, 45, 45); font-size: 14pt; font-weight: bold\">Strategic Customer Success Manager</span></p>\n<p><span style=\"color: rgb(45, 45, 45); font-size: 10pt; font-weight: bold\">Remote based - USA (Midwest/Mountain time zones preferred)</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Summary</span></p>\n<p><span style=\"font-size: 12pt\">SafetyChain Software is looking for a </span><span style=\"font-size: 12pt\">driven, skilled, and experienced Strategic Customer Success Manager, with enterprise experience</span><span style=\"font-size: 12pt\"> to join our </span><span style=\"font-size: 12pt\">Customer Success</span><span style=\"font-size: 12pt\"> team. Reporting to the Senior Manager of Customer Success, you will serve as a trusted advisor to a portfolio of strategic customers, helping them achieve measurable business outcomes through the successful adoption and optimization of SafetyChain solutions. </span></p>\n<p><span style=\"font-size: 12pt\">In this role, you will build strong relationships with customer stakeholders, develop success strategies aligned to customer objectives, identify opportunities for growth and expansion, and proactively mitigate risks that could impact retention. You will work closely with Account Management, Product, Professional Services, Support, and Engineering to advocate for customer needs and ensure long-term customer success.</span></p>\n<p><span style=\"font-size: 12pt\">As SafetyChain continues to invest in analytics, automation, and AI-driven capabilities, you will leverage modern tools and insights to improve customer engagement, uncover opportunities, and deliver more strategic guidance to customers.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">If you enjoy solving complex business challenges, building trusted customer relationships, and partnering cross-functionally to drive meaningful outcomes, we'd love to hear from you.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Who We Are:</span></p>\n<p><span style=\"font-size: 12pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">What You'll Do:</span></p>\n<p><span style=\"font-size: 12pt\">As part of the Customer Success team, you will be responsible for partnering with strategic customers to maximize the value they receive from SafetyChain and achieve their business objectives. Through a combination of executive relationship management, strategic planning, business reviews, training, and customer advocacy, you will help drive customer retention, adoption, and growth.</span></p>\n<p><span style=\"font-size: 12pt\">You will collaborate with Account Management, Professional Services, Support, Product, and Engineering to ensure customers have a seamless experience throughout their partnership with SafetyChain. You will serve as the voice of the customer internally, helping influence priorities and ensuring customer feedback is translated into actionable insights.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Build trusted relationships with executive sponsors, operational leaders, and key stakeholders across strategic customer accounts.</span></li>\n<li><span style=\"font-size: 12pt\">Develop and execute customer success plans aligned to customer business objectives and desired outcomes.</span></li>\n<li><span style=\"font-size: 12pt\">Drive product adoption and customer engagement through strategic guidance, training, consulting, and best practice recommendations.</span></li>\n<li><span style=\"font-size: 12pt\">Identify risks early and develop mitigation strategies to support customer retention and long term success.</span></li>\n<li><span style=\"font-size: 12pt\">Lead and participate in Executive Business Reviews and strategic account planning discussions.</span></li>\n<li><span style=\"font-size: 12pt\">Partner with Account Managers to identify expansion opportunities and support solution discussions that demonstrate customer value.</span></li>\n<li><span style=\"font-size: 12pt\">Demonstrate and solution SafetyChain capabilities during expansion and growth conversations.</span></li>\n<li><span style=\"font-size: 12pt\">Provide advanced configuration guidance, reporting expertise, and workflow recommendations.</span></li>\n<li><span style=\"font-size: 12pt\">Support complex customer escalations by coordinating internal resources and driving resolution plans.</span></li>\n<li><span style=\"font-size: 12pt\">Track customer health, adoption trends, and business outcomes to identify opportunities for improvement.</span></li>\n<li><span style=\"font-size: 12pt\">Generate customer success stories, ROI analyses, and product enhancement use cases in collaboration with customer stakeholders.</span></li>\n<li><span style=\"font-size: 12pt\">Serve as the Voice of the Customer by synthesizing customer feedback, business challenges, and market trends to influence internal priorities and product direction.</span></li>\n<li><span style=\"font-size: 12pt\">Utilize AI-powered tools and workflows to improve customer insights, streamline customer success activities, and identify opportunities to increase customer value and adoption.</span></li>\n<li><span style=\"font-size: 12pt\">Deliver webinars, onsite workshops, training sessions, and customer enablement programs that drive customer success.</span></li>\n<li><span style=\"font-size: 12pt\">Collaborate cross-functionally to ensure customers receive a consistent, high quality experience throughout their lifecycle.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Our Values</span></p>\n<ul>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt; font-weight: bold\">Quality Above All</span><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">: Build the best and most effective experiences for our teams and our customers</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt; font-weight: bold\">Work Smart</span><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">: Drive operational excellence that maximizes productivity and delivers superior value to customers.</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt; font-weight: bold\">Innovate for Impact</span><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">: Pioneer solutions that enhance manufacturing processes and outcomes, benefiting both our industry partners and the consumers they serve.</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt; font-weight: bold\">Grow Together</span><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">: Create strong, inclusive partnerships with customers, working as One Team with help and hustle to drive mutual success and innovation.</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt; font-weight: bold\">Integrity in Action</span><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">: Operate with honesty, transparency, and respect, fostering trust with our customers and our peers.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(67, 67, 67); font-size: 14pt; font-weight: bold\">What You’ll Need (Requirements)</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Bachelor’s Degree (BA/BS) or equivalent work experience required.</span></li>\n<li><span style=\"font-size: 12pt\">3+ years of experience in Customer Success, Account Management, Professional Services, or related customer-facing SaaS roles</span></li>\n<li><span style=\"font-size: 12pt\">2+ years of experience supporting manufacturing industry customers</span></li>\n<li><span style=\"font-size: 12pt\">2+ years of experience with Quality Management Software (QMS) </span></li>\n<li><span style=\"font-size: 12pt\">Working knowledge of ERP, MES and related systems</span></li>\n<li><span style=\"font-size: 12pt\">Experience with Statistical Process Control (SPC) and OEE.</span></li>\n<li><span style=\"font-size: 12pt\">Experience with safety, quality and compliance systems.</span></li>\n<li><span style=\"font-size: 12pt\">Experience presenting, training and demoing software to groups</span></li>\n<li><span style=\"font-size: 12pt\">Experience using CRM and help desk ticketing systems (Hubspot or ChurnZero a plus)</span></li>\n<li><span style=\"font-size: 12pt\">Ability to travel to customer sites (30%).</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(67, 67, 67); font-size: 14pt; font-weight: bold\">Skills</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Executive presence and communication skills.</span></li>\n<li><span style=\"font-size: 12pt\">Strategic account planning and customer relationship management.</span></li>\n<li><span style=\"font-size: 12pt\">Strong presentation and facilitation skills (virtual and in-person).</span></li>\n<li><span style=\"font-size: 12pt\">Data-driven decision making and analytical problem solving.</span></li>\n<li><span style=\"font-size: 12pt\">Change management and customer adoption leadership.</span></li>\n<li><span style=\"font-size: 12pt\">Ability to influence cross-functional teams without direct authority.</span></li>\n<li><span style=\"font-size: 12pt\">Creative, strategic, and solution-oriented mindset.</span></li>\n<li><span style=\"font-size: 12pt\">Ability to thrive in fast-paced environments with complex customer challenges.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Personal Attributes </span></p>\n<ul>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Growth Mindset:</span><span style=\"font-size: 12pt\"> You are curious, coachable, and continuously seeking opportunities to learn, improve, and expand your expertise.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Initiative:</span><span style=\"font-size: 12pt\"> You proactively identify opportunities, solve problems, and take ownership of driving outcomes without waiting for direction.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Process Oriented:</span><span style=\"font-size: 12pt\"> You are organized and disciplined in creating scalable, repeatable processes that drive consistency and operational excellence.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Inquisitive:</span><span style=\"font-size: 12pt\"> You enjoy digging beneath the surface to understand customer challenges, uncover root causes, and explore new ideas and technologies.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Integrity:</span><span style=\"font-size: 12pt\"> You build trust through honesty, transparency, and accountability. You are comfortable giving and receiving candid feedback while always acting in the best interests of customers and teammates.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Customer Advocate:</span><span style=\"font-size: 12pt\"> You are passionate about helping customers succeed and naturally balance customer needs with business objectives.</span></li>\n<li><span style=\"font-size: 12pt; font-weight: bold\">Adaptable:</span><span style=\"font-size: 12pt\"> You thrive in fast-moving environments, embrace change, and remain effective when priorities shift.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Things that Make the Job Awesome</span></p>\n<ul>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Competitive compensation plan</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Opportunity for stock options</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Health benefits</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Self Care PTO Plan</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Flex Schedule</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Work From Home Flexibility</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Fast growing tech company with big opportunity</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Great team and culture</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Rewarding work that is solving an important problem</span></li>\n<li><span style=\"color: rgb(75, 75, 75); font-size: 12pt\">Annual investment in your professional development</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-style: italic\">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 ot</span></p>",
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