Job Description

Customer Success Manager

Location: Tallahassee, FL (on-site commitment – 3 days per week required for first 3 months in role, open to lighter hybrid arrangement afterward)

Industry: B2B Tech-Enabled Services

Position Overview:

A well-established organization specializing in safety education and training is seeking a Customer Success Manager to join their team. This role will be responsible for developing strong customer relationships and ensuring a high level of service excellence. The ideal candidate will bring a proven track record in business operations, team leadership, and customer engagement.

Key Responsibilities:

• Oversee customer service operations, ensuring a seamless and positive experience for clients.
• Onboard new customers and partners onto company systems & services, enabling them to get started on a positive trajectory.
• Implement customer success initiatives to enhance retention and satisfaction.
• Address customer concerns and work cross-functionally to resolve issues efficiently.
• Optimize and automate business processes, ensuring alignment with company objectives and industry best practices.
• Collaborate with leadership to set performance goals, support strategic planning, and drive operational initiatives.
• Oversee coordination between key business functions, including sales, marketing, finance, and product teams, to drive operational alignment and achieve company goals.
• Analyze key performance indicators (KPIs) and operational metrics to identify areas for improvement and implement technology-driven solutions to enhance productivity.

Qualifications & Skills:

• 6+ years of experience in customer success or business operations, preferably in the B2B tech-enabled services or software industries.
• Strong background in customer success and service management.
• Proven ability to drive high customer satisfaction and service delivery quality.
• Analytical mindset with experience using CRM and software tools.
• Entrepreneurial & growth mindset, ability to roll-up sleeves and help the organization innovate and design new processes as ASI grows.
• Ability to embrace new technologies and approaches to scale the business, including AI & automation tools.
• Willingness to travel occasionally for client meetings and industry events.

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