Customer Success Manager
Job Summary:
We are seeking a Customer Success Associate to join our global team and support customers virtually across regions. This role operates during Eastern Standard Time (EST) business hours. Your mission will be to maximize the value customers derive from our solutions by delivering impactful training and ongoing education. You will play a key role in enabling customer adoption, building user confidence, and supporting retention goals, working closely with Mid-Market Account Managers in the US and Europe. This role is ideal for someone who thrives on engaging with users, translates technical tools into real-world workflows, and creates scalable, repeatable impact.
Key Responsibilities
- Deliver live and virtual product training sessions to new and existing users globally
- Create and maintain user enablement content (quick-start guides, video tutorials, best practices)
- Track customer engagement and product usage to prioritise outreach and identify training needs
- Collaborate with Mid-Market Account Managers to align training with renewal and growth goals.
- Support on-boarding of new customers through training facilitation
- Respond to user questions and escalate product issues or feedback appropriately
- Provide insights to internal teams on customer needs, adoption trends, and improvement area
Qualifications:
- 1+ years in a customer-facing role, ideally in SaaS, customer training, or support
- Strong communication and presentation skills, able to simplify complex tools.
- Experience with authoring SDS, using SAP
- Working knowledge or familiarity with the SAP Environment, Health, and Safety (EHS) module
- Experience or exposure to Product Stewardship roles or responsibilities, such as chemical regulatory compliance, hazard communication, and product life-cycle documentation.
- Experience delivering virtual training to a global audience.
- Highly organised and proactive, able to manage multiple training engagements at once.
- Comfortable working cross-functionally and across time zones.
- Proficiency in tools like Microsoft Teams, Salesforce, and content management is a plus.