SaaS Customer Success Manager

About the position

Master Lock's cLOTO (Connected Lockout Tagout) solution is a disruptive technology leveraging software and connected hardware to enhance LOTO programs in a variety of end markets including Oil & Gas, Manufacturing, Power Generation and Food/Beverage. The SaaS Customer Success Manager will be responsible for ensuring new customers are well positioned to capture the value of the Master Lock cLOTO solution. The Customer Success Manager will gain a deep understanding of a client's requirements and LOTO processes, and drive customer-specific adaptations of the solution and onboarding processes to maximize customer satisfaction. Leveraging an expert understanding of all elements of the solution across all applications, the Customer Success Manager will educate clients on everything from the fundamentals of the solution to implementing best practices. This is an exciting new role within the Security Business Unit that will be instrumental in driving the market transition from mechanical to connected LOTO practices. We are looking for a customer champion who is passionate about technology, establishing long-term relationships, and building customer loyalty. An understanding of onboarding clients with B2B SaaS solutions, effective communication and interpersonal skills, and a customer-first mentality are critical since this role will be driving a transformational change within Master Lock and in the market. The successful candidate will collaborate closely with new customers and cross-functional teams to drive customer implementation and training activities.

Responsibilities

• Own the onboarding of new customers, ensuring a smooth and positive experience through implementation, training, and adoption.
• Create training documentation and other tools and resources to improve training effectiveness and customer execution.
• Collaborate closely with new customers to assess and capture technical and project requirements and ensure the Master Lock cLOTO solution and implementation plan aligns with customer-specific needs.
• Regularly engage with customers through meetings, calls, and on-site visits to ensure alignment on objectives and expectations, schedules, and logistics.
• Communicate closely and professionally with multiple customer stakeholders to ensure they are up to date on latest actions, next steps, and overall progress toward implementation completion.
• Advocate for customer needs with internal teams; support with data and analytics to drive decision-making.
• Proactively engage with customers post-implementation to conduct regular check-ins, gather feedback, and identify any additional service and support needs.
• Contribute to the development of customer-success strategies, best practices, and methodologies to enhance customer onboarding content and improve efficiency and effectiveness of implementations and team processes.
• Identify opportunities for knowledge management, documentation, and service automation, and participate in creating those tools.
• Collaborate closely with Category Management Team to relay client feedback, contribute to product enhancement initiatives, and ensure the timely resolution of issues.
• Work as a subject matter expert maintaining up-to-date knowledge of industry and regulatory changes.

Requirements

• Experience in customer success or account management, preferably in a B2B SaaS environment.
• Strong understanding of onboarding processes and customer engagement strategies.
• Excellent communication and interpersonal skills to build relationships with clients and internal teams.
• Ability to analyze customer needs and provide tailored solutions.
• Proficiency in creating training materials and documentation.

Nice-to-haves

• Experience in the Lockout Tagout (LOTO) industry or related fields.
• Familiarity with project management methodologies.
• Knowledge of data analytics tools to support decision-making.