Client Success Manager- Italy
Pubblicato il 13-08-2026 - Altro in Italia
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 re