Customer Success Manager

Company Overview:  
SAFR  from RealNetworks is a unified ecosystem specializing in face-based computer vision solutions optimized for real-world performance. Building on a legacy of digital media expertise and innovation, RealNetworks has created a new generation of products that employ best-in-class artificial intelligence and machine learning to enhance and secure our daily lives. 
 
Position Overview:  

Location: Remote in the US, West Coast preferred.
The SAFR business is looking for a proactive Customer Success Manager to join our team. This role is responsible for ensuring a seamless and successful experience for our SaaS (Software-as-a-Service) and HaaS (Hardware-as-a-Service) customers. You’ll serve as the primary point of contact, helping customers realize value from our solutions, drive adoption, and ensure satisfaction and retention. If you’re energized by helping customers succeed and are passionate about delivering value, this is the role for you!
 

What you’ll do: 

• Customer Onboarding: Guide new customers through implementation and setup, establish success expectations and milestones, and ensure a smooth transition into ongoing adoption.
• Account Management: Serve as the primary contact for a portfolio of customers, proactively managing relationships and needs.
• Customer Engagement & Value Realization: Establish a proactive customer cadence to review performance, usage, KPIs, business outcomes, questions, and feedback; identify opportunities to increase adoption and ensure customers are realizing measurable value from SAFR Guard.
• Product Adoption: Promote best practices and proactively identify opportunities to increase adoption, engagement, and customer value across SAFR Guard features and capabilities.
• Issue Resolution: Collaborate with technical support and product teams to resolve customer concerns and ensure a timely, high-quality resolution.
• Customer Health, Retention & Renewals: Proactively monitor customer health, identify engagement or adoption gaps and churn risks early, and partner internally to support retention and renewal efforts.
• Customer Advocacy: Actively solicit customer feedback, understand the business need behind requests, identify recurring themes, and represent the Voice of the Customer internally to help inform product improvements and priorities.
• Customer Insights & Reporting: Review and communicate customer performance, usage trends, success milestones, and measurable outcomes, while maintaining accurate customer records and commitments in the appropriate source-of-truth systems.
• Record Management and organization: Review incidents for context and relevant applicable policy and procedures, exercise sound judgement in the execution of duties and responsibilities.
   

What we are looking for: 

•  3+ years in Customer Success or Client Services with B2B SaaS solutions strongly preferred.
• Retail loss prevention / asset protection experience.
• Strong communication and interpersonal skills with a customer-first mindset.
• Strong organizational skills and discipline in documenting customer interactions, commitments, health, and outcomes so information remains accurate and accessible across the team.
• Track record of executing effective onboarding, renewal, and retention strategies that deliver measurable customer outcomes.
• Ability to manage multiple customer accounts and projects simultaneously.
• Comfortable working cross-functionally with technical and non-technical teams.
• Self-starter who thrives in a fast-paced, evolving environment.
• Technical aptitude, preferred