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

• Bachelor’s degree
• 5+ years of experience in customer success, technical implementations, onboarding, training, or sales engineering in B2B SaaS environment.
• Track record of success with managing multiple active implementation projects, each with multiple stakeholders.
• Client-driven mentality and a willingness to drive problems to a solution.
• Ability to understand and anticipate customer needs and concerns and the agility to adapt methodologies and processes to better serve the unique requirements of each customer.
• Exceptional oral and written communication, and presentation skills and the ability to convey complex information in a simplified manner.
• Communicate effectively across multiple job functions and levels of the customer organization.
• Strong critical thinking skills, an educator’s mindset, and the desire to continuously improve.
• Willingness to travel (up to 50%) as needed to customer sites.

Nice-to-haves

• Knowledge of workplace safety, namely lockout tagout (OSHA 1910.147).
• Experience collaborating with stakeholders in target industries including manufacturing, oil and gas, food process, public utilities.

Benefits

• Comprehensive health plans
• Market-leading 401(k) program with a company contribution
• Product discounts
• Flexible time off benefits (including half-day summer Fridays per policy)
• Inclusive fertility / adoption benefits