Job Description

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

Requirements

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

Benefits

All the coverage you would expect health, dental, vision, etc.
Flexible work hours. We work hard, but understand that people are most productive when they can manage their own schedules and work/life balance
Learning & Development Program. We are committed to helping you succeed as you grow your career. Plus, you have unlimited access to the HSI LMS and library of career development training!
Work-from-home options. Where you work from is up to you
Vacation time. Take the time you need when you need it
Retirement benefits. We want to support your future and offer a generous $1:$1 company match