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Crawford Thomas Recruiting
Strategic Customer Success Manager - B2B Safety Technology
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Based on Ohio data
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What they do
A Customer Success Manager manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.
$98,061 / year median in Ohio
+4% projected growth
Job Description
Strategic Customer Success Manager - B2
B Safety Technology Location:
Cleveland, OH Compensation:
$75-80k plus annual bonusABOUT THE COMPANY
B2B safety technology/software company focused on helping organizations respond to emergencies and critical incidents.POSITION SUMMARY
We are seeking a proactive, performance-driven Client Success Manager to manage and grow institutional and enterprise client relationships. This mid-level role serves as the primary point of contact from go-live through renewal. The CSM will focus on driving software adoption, protecting recurring revenue, reducing churn, and identifying opportunities for account growth.KEY RESPONSIBILITIES
Strategic Account Management- Build strong relationships with client decision-makers and executive stakeholders.
- Understand client goals, safety requirements, compliance needs, and organizational priorities.
- Conduct recurring business reviews and connect platform performance to measurable business outcomes. Account Retention & Renewals
- Manage the renewal process for an assigned portfolio of enterprise accounts.
- Monitor account health and proactively identify churn risks.
- Develop and execute strategies to strengthen retention and customer satisfaction. Software Adoption
- Analyze usage metrics and customer health scores to identify engagement gaps.
- Develop targeted strategies to increase adoption and maximize the value clients receive from the platform.
- Drive customers from implementation through measurable outcomes. Revenue Growth
- Identify and develop up-sell and cross-sell opportunities within existing accounts.
- Build expansion strategies around the client's business needs and priorities. Customer Advocacy
- Identify customers who can support case studies, testimonials, referrals, and other advocacy initiatives.
- Develop strong customer relationships that lead to peer referrals and warm introductions. Issue Resolution
- Serve as the strategic liaison between clients and technical support/product teams.
- Coordinate resolution of high-priority technical issues and account concerns.
- Communicate clearly with clients throughout the resolution process.
QUALIFICATIONS
- 5-7 years of experience in Customer Success, Account Management, or Client Services.
- Experience within enterprise B2B SaaS or high-compliance software environments.
- Strong understanding of SaaS retention metrics, including GRR, NRR, churn, and Customer Health Scores.
- Experience with CRM and Customer Success platforms such as Salesforce, HubSpot, or Gainsight.
- Proven ability to manage complex, multi-stakeholder enterprise relationships.
- Experience building relationships with security leaders, executive buyers, and other senior stakeholders.
- Strong problem-solving skills with the ability to remain calm and effective during account escalations or technical challenges.
- Excellent communication, relationship-building, and organizational skills.
KEY SKILLS
- B2B SaaS
- Customer Success
- Enterprise Account Management
- Client Retention
- Renewals
- Software Adoption
- Account Expansion
GRR & NRR
- Churn Management
- Customer Health Scores
- Executive Relationship Management
- CRM / Customer Success Platforms
- Technical Issue Resolution
- Customer Advocacy
- Strategic Account Management