The Customer Success Manager (CSM) for Key Accounts will be instrumental in leading the customer success organization in ensuring the success of our largest customers. This role involves managing the onboarding process, providing ongoing support, and effectively handling escalations to ensure that our Software and Service Solutions (SaaS) align with client expectations and business objectives. The CSM will act as a trusted advisor, advocating for customers while driving their adoption and satisfaction with our products and services.
Preferred Qualifications- Onboarding Key Accounts
- Lead the onboarding process for key enterprise customers, ensuring that they are equipped and trained to leverage the full capabilities of our solutions.
- Develop and implement customized onboarding plans that align with specific customer goals and timelines.
- Customer Support and Relationship Management
- Build and maintain strong relationships with key stakeholders within key accounts, ensuring ongoing engagement and satisfaction.
- Lead and continue to develop strong customer success organization
- Regularly communicate with customers to understand their needs, gather feedback, and provide tailored solutions.
- Escalation Management
- Serve as the primary point of contact for escalated issues, coordinating with internal teams to address and resolve customer concerns promptly.
- Proactively identify potential problems and risks, developing strategies to mitigate issues before they escalate.
- Account Review and Optimization
- Conduct regular business reviews with customers to assess satisfaction, usage, and alignment with goals, providing actionable recommendations for optimization.
- Monitor customer health metrics to highlight areas of opportunity for improved user engagement and feature utilization.
- Customer Advocacy and Insights
- Advocate for customer needs within the organization, working closely with product development and marketing to ensure that customer feedback informs product enhancements.
- Provide insights and reporting on customer usage trends, satisfaction levels, and needs to drive strategic decisions.
- Training and Resources
- Develop and deliver training and resources to customers, enabling them to maximize their investment and enhance their operational efficiency.
- Create documentation and self-help resources to empower customers with the tools to succeed.
- Drive software adaptation, embedded usage, and measurable value realization
- Collaborate with sales, support, and product teams to align customer success initiatives with broader company objectives.
- Participate in cross-functional projects to enhance customer experience and team efficiency.
- Translate operations data and insights into customer business outcomes
- lead onboarding, enablement, and training standardization for software solutions
- Monitor software health, usage trends and churn risk
- support renewals and expansion through demonstrated POI and outcome tracking
Skills Required
- Lead onboarding process for key enterprise mobility customers
- Develop and implement customized onboarding plans aligned to customer goals and timelines
- Provide ongoing customer support and relationship management with key stakeholders
- Serve as primary point of contact for escalated issues and coordinate internal resolution
- Proactively identify risks and develop mitigation strategies
- Conduct regular business/account reviews and provide optimization recommendations
- Monitor customer health metrics and identify opportunities for increased adoption
- Advocate for customer needs with product and marketing teams
- Provide insights and reporting on customer usage trends and satisfaction
- Develop and deliver customer training and create self-help documentation
- Collaborate with sales, support, and product teams and participate in cross-functional projects
- Experience with enterprise mobility solutions and key account management
Brady Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brady Corporation and has not been reviewed or approved by Brady Corporation.
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Healthcare Strength — U.S. employees receive comprehensive medical, dental, and vision coverage starting on Day One, alongside wellness resources and an Employee Assistance Program. Materials also indicate access to mental and behavioral health support.
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Retirement Support — A matched 401(k) plan is provided in the U.S., with formal plan structures and vesting confirmed in company materials and filings. This indicates consistent, programmatic retirement support rather than ad hoc contributions.
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Parental & Family Support — Paid parental leave is offered, together with family‑building benefits such as fertility coverage and adoption and surrogacy assistance. Scholarship programs and matching gifts further extend family and community support.
Brady Corporation Insights
What We Do
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady’s fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradycorp.com.
