Strategic Customer Success Manager - Saas - QMS/MES

Strategic Customer Success Manager

Remote based - USA (Midwest/Mountain time zones preferred)

Summary

SafetyChain Software is looking for a driven, skilled, and experienced Strategic Customer Success Manager, with enterprise experience to join our Customer Success 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. 

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.

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.

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.

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:

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.

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.

Key Responsibilities

• Build trusted relationships with executive sponsors, operational leaders, and key stakeholders across strategic customer accounts.
• Develop and execute customer success plans aligned to customer business objectives and desired outcomes.
• Drive product adoption and customer engagement through strategic guidance, training, consulting, and best practice recommendations.
• Identify risks early and develop mitigation strategies to support customer retention and long term success.
• Lead and participate in Executive Business Reviews and strategic account planning discussions.
• Partner with Account Managers to identify expansion opportunities and support solution discussions that demonstrate customer value.
• Demonstrate and solution SafetyChain capabilities during expansion and growth conversations.
• Provide advanced configuration guidance, reporting expertise, and workflow recommendations.
• Support complex customer escalations by coordinating internal resources and driving resolution plans.
• Track customer health, adoption trends, and business outcomes to identify opportunities for improvement.
• Generate customer success stories, ROI analyses, and product enhancement use cases in collaboration with customer stakeholders.
• Serve as the Voice of the Customer by synthesizing customer feedback, business challenges, and market trends to influence internal priorities and product direction.
• Utilize AI-powered tools and workflows to improve customer insights, streamline customer success activities, and identify opportunities to increase customer value and adoption.
• Deliver webinars, onsite workshops, training sessions, and customer enablement programs that drive customer success.
• Collaborate cross-functionally to ensure customers receive a consistent, high quality experience throughout their lifecycle.

Our Values

• Quality Above All: Build the best and most effective experiences for our teams and our customers
• Work Smart: Drive operational excellence that maximizes productivity and delivers superior value to customers.
• Innovate for Impact: Pioneer solutions that enhance manufacturing processes and outcomes, benefiting both our industry partners and the consumers they serve.
• 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)

• Bachelor’s Degree (BA/BS) or equivalent work experience required.
• 3+ years of experience in Customer Success, Account Management, Professional Services, or related customer-facing SaaS roles
• 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 or ChurnZero a plus)
• Ability to travel to customer sites (30%).

Skills

• Executive presence and communication skills.
• Strategic account planning and customer relationship management.
• Strong presentation and facilitation skills (virtual and in-person).
• Data-driven decision making and analytical problem solving.
• Change management and customer adoption leadership.
• Ability to influence cross-functional teams without direct authority.
• Creative, strategic, and solution-oriented mindset.
• Ability to thrive in fast-paced environments with complex customer challenges.

Personal Attributes 

• Growth Mindset: You are curious, coachable, and continuously seeking opportunities to learn, improve, and expand your expertise.
• Initiative: You proactively identify opportunities, solve problems, and take ownership of driving outcomes without waiting for direction.
• Process Oriented: You are organized and disciplined in creating scalable, repeatable processes that drive consistency and operational excellence.
• Inquisitive: You enjoy digging beneath the surface to understand customer challenges, uncover root causes, and explore new ideas and technologies.
• Integrity: 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.
• Customer Advocate: You are passionate about helping customers succeed and naturally balance customer needs with business objectives.
• Adaptable: You thrive in fast-moving environments, embrace change, and remain effective when priorities shift.

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 ot