THE OPPORTUNITY:
This remote opportunity is open to candidates residing anywhere in the United States or Canada.
At VelocityEHS, every team member contributes to delivering exceptional value to customers, but as a Sr. Customer Success Manager (CSM), your role is pivotal in ensuring that value translates into business outcomes. You will engage directly with customers, developing strategic success plans that enable them to achieve their Environmental, Health, and Safety (EHS) and Environmental, Social, and Governance (ESG) goals using our software solutions. Your efforts will drive user adoption, customer satisfaction, retention, and business growth.
In this role, you will collaborate closely with teams across Account Management, Professional Services, Support, and Renewals, working with a diverse customer base to ensure their ongoing success. Join us as a CSM and be the driving force behind impactful customer relationships!
Primary Duties and Responsibilities
- Develop a strong understanding of VelocityEHS solutions, including key features and functionalities, to help customers achieve EHS and ESG outcomes
- Build and execute success plans that assist customers in achieving their desired business outcomes
- Collaborate with customers to define and monitor success based on their business objectives
- Conduct business reviews to ensure customers receive continuous value and align future goals
- Lead strategic communications with customer stakeholders, including managers and directors
- Drive customer adoption, retention, and business growth through proactive engagement
- Foster strong relationships that encourage customer advocacy
- Follow internal processes to improve customer health and proactively mitigate risks
- Maintain up-to-date customer information in the Customer Relationship Management (CRM) software for visibility and reporting
- Collaborate cross-functionally with internal teams to optimize the customer experience throughout the entire journey, including sales, onboarding, support, projects, and renewals. Additionally, work closely with marketing and product development (R&D).
- Participate in go-to-market initiatives to support marketing, sales, and solution delivery
- Collaborate with the Customer Success Operations team to implement new processes and resources
- Represent VelocityEHS' core values: Champion Customer Success, Build Open and Honest Relationships, Choose Simple, Be Humble, Make a Difference, and Be a Team Player
Minimum Skills and Qualifications
- Minimum of 5 years of professional experience in customer success, consulting, Environmental, Health & Safety (EHS), or an equivalent role
- Bachelor’s degree in a relevant discipline or equivalent experience required
- Experience in customer-facing roles, improving customer satisfaction, adoption, and retention in a Software as a Service (SaaS) environment, or related Environmental, Health, & Safety experience
- Excellent attention to detail, with the ability to identify and recommend improvement opportunities
- Proficient in CRM platforms (e.g., Salesforce, Gainsight, Outreach) or EHS software management experience
- Experience managing relationships with Fortune 1000 customers or in field EHS experience
- Comfortable working with customers of all sizes and effectively managing expectations
- Strong written and verbal communication skills
- Proficient in Microsoft Office Suite: Outlook, Word, PowerPoint, Excel, and Teams
- Comfortable with process improvement, change management, and continuous learning in an evolving SaaS company
- Experience handling high levels of activity, balancing multiple ongoing projects, and working effectively in a team environment
- Strong decision-making, problem-solving, active listening, and organizational skills
- Detail-oriented and self-motivated
- Experience working independently while also being an effective team member in a remote environment
- Proactive learner, open to constructive feedback
Preferred Skills and Qualifications
- Experience in the EHS profession
- Bi- or multilingual proficiency
- Experience using any of VelocityEHS' platform solutions
- On-site experience in a manufacturing workplace setting
Who is VelocityEHS?
VelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and sustainability software company in the world. Relied on by more than 10 million users worldwide to drive operational excellence and achieve outstanding outcomes, VelocityEHS is the global leader in true SaaS enterprise EHS & ESG technology. The VelocityEHS Accelerate® Platform is the definitive gold-standard, delivering best-in-class solutions for managing ESG, Safety, Industrial Ergonomics, Control of Work, Health, Operational Risk and Environmental Compliance.
