Customer Success Manager I

HSI is a leading provider of innovative training, safety management, and compliance solutions. We empower businesses to create safer workplaces, develop their workforce, and meet regulatory requirements through cutting-edge technology and content.

As a Customer Success Manager I (CSM I), you will serve as a trusted advisor to our customers, helping them maximize the value of our solutions while supporting their safety, compliance, and operational goals. You will build strong client relationships, drive product adoption, and partner cross-functionally to deliver an exceptional customer experience.

Location: US-based Remote

Key Responsibilities

• Manage and grow relationships with assigned customer accounts, acting as the primary post-sale point of contact
• Develop and execute customer success plans focused on adoption, retention, and long-term value realization
• Identify opportunities for account growth, expansion, and increased platform utilization
• Partner with Sales, Support, Product, and Implementation teams to resolve customer challenges and drive successful outcomes
• Conduct regular business reviews and customer check-ins, providing insights, recommendations, and ROI-focused guidance
• Monitor customer health metrics and proactively address risks to retention or engagement
• Maintain strong renewal performance while contributing to upsell and expansion goals
• Advocate for customer needs internally and provide feedback to support continuous product and process improvement

• 2+ years of experience in Customer Success, Account Management, SaaS support, or a related client-facing role
• Proven ability to build strong customer relationships and support retention, renewal, or growth objectives
• Strong communication, presentation, and problem-solving skills with the ability to engage a variety of stakeholders
• Experience managing multiple customer accounts and priorities in a fast-paced environment
• Proficiency with Salesforce, Gainsight, HubSpot, or similar CRM/customer success platforms
• Comfortable analyzing customer usage data and translating insights into actionable recommendations
• Highly collaborative mindset with experience working cross-functionally across Sales, Support, Product, and Implementation teams
• Bachelor’s degree or equivalent professional experience

Preferred Qualifications

• Experience working in a SaaS environment
• Exposure to EHS (Environmental Health & Safety), compliance, workforce management, or related industries
• Ability to effectively communicate with senior leaders and executive stakeholders
• Experience conducting business reviews, onboarding sessions, or customer training
• Familiarity with renewal, adoption, and customer health metrics such as NRR, churn, and product utilization