09 ago - Italia
Gruppo importante
The Client Success Manager (CSM) plays a critical role in helping clients realize measurable business value through the successful adoption and ongoing use of Forwood's solutions. Acting as a trusted advisor, the CSM partners closely with customers to drive engagement, maximize outcomes, strengthen long-term relationships, and support retention and growth. This role ensures clients achieve their safety and operational objectives while advancing Forwood's mission to eradicate workplace fatalities.
Main Responsibilities:
- Lead the end-to-end onboarding and implementation of Forwood solutions, ensuring timely deployment and achievement of agreed success criteria.
- Develop and execute implementation plans, including project timelines, milestones, stakeholder engagement, and change management activities.
- Facilitate workshops, training sessions, and enablement programs to support user adoption and operational readiness.
- Partner with client stakeholders to establish measurable objectives, success metrics, and implementation outcomes.
- Serve as the primary customer contact and trusted advisor for a portfolio of strategic clients.
- Build strong relationships with executive sponsors, business leaders, and operational stakeholders.
- Conduct regular success reviews to assess progress, address challenges, and align on strategic priorities.
- Collaborate with Account Managers to plan and deliver Business Reviews (QBRs) that demonstrate value, highlight achievements, and identify future opportunities.
- Develop a deep understanding of each client's business, operational challenges, and safety objectives.
- Own customer success plans and roadmaps, ensuring alignment between client objectives and platform utilization.
- Drive adoption of Forwood solutions by identifying opportunities to increase engagement, expand use cases, and improve user outcomes.
- Monitor customer health indicators, usage trends, and engagement metrics to proactively identify risks and implement mitigation strategies.
- Lead retention efforts by addressing customer concerns, removing barriers to success, and ensuring continuous value realization.
- Support account growth initiatives by identifying opportunities for additional products, services, and strategic partnerships
- Develop and maintain deep expertise in Forwood's products, industry applications, and customer value propositions.
- Provide consultative guidance to clients on best practices in critical risk management, safety leadership, and digital adoption.
- Capture customer feedback and insights to inform product development, service enhancements, and customer experience improvements.
- Contribute to the creation of knowledge resources, implementation methodologies, training materials, and best practices.
- Work closely with Product, Engineering, Support, Sales, and Marketing teams to ensure exceptional customer experiences.
- Advocate for customer needs internally and help prioritize improvements that deliver the greatest customer impact.
- Share customer success stories, insights, and lessons learned to support continuous organizational improvement.
Key Requirements:
- Demonstrated ability to manage and grow client relationships in a SaaS or technology environment.
- Strong communication, presentation, facilitation, and stakeholder management skills.
- Excellent project management and organizational capabilities.
- Ability to manage multiple priorities and work effectively across cross-functional teams.
- Fluency in English and at least one Southern European language.
- Experience implementing or supporting enterprise SaaS solutions.
Why Join Forwood?
- Help some of the world's largest organizations improve safety performance and manage critical
risks.
- Influence how technology is used to save lives and prevent serious workplace incidents.
- Work with a passionate, global team committed to making a meaningful impact.
- Contribute to the ongoing evolution of a market-leading critical risk management platform.
- Build a rewarding career with an innovative and purpose-driven organization
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