THE OPPORTUNITY:
*Open to remote candidates that reside in the United States and Canada*
All VelocityEHS employees have a role in delivering value across our customer base, but it is our Customer Success Managers (CSM) who are uniquely positioned to ensure the value is being received. As a Senior CSM, you will be responsible for engaging with customers' post-sale to develop success plans that are designed to help them achieve their EHS and ESG objectives and ultimately drive user adoption, advocacy, retention, and the identification of upsell opportunities. You'll work closely with Support, Account Management, and Renewals teams, representing a diverse customer base.
Join us as a Senior CSM and make a meaningful impact on customer success.
Primary Duties and Responsibilities
Essential Functions:

• Be the trusted advisor to the customer and drive continued value of our products and services. This includes increasing adoption, ensuring retention, and promoting satisfaction.
• Understand VelocityEHS solutions, the features and functions, and recognize how they can be used to solve problems for customers.
• Develop relationships with your customers that promote advocacy of you and company solutions.
• Conduct periodic business reviews to ensure customers are getting value from VelocityEHS.
• Recognize the business objectives of the customer and assist in achieving the desired outcomes.
• Work closely with the customer to define and monitor success criteria and metrics.
• Actively lead manager-level and director-level customer facing communications (live, virtual, written).
• Participate in go-to-market meetings and contribute to initiatives that help drive success and achieve results in sales and marketing of Velocity EHS' platform solutions.
• Understand Gainsight products, including their features and functions, and recognize how they can be used to solve problems and create solutions for your customers.
• Follow internal processes to improve customer health, increase retention, and mitigate risk.
• Input and maintain the CRM with up-to-date communications, conversations, and correspondence with client to ensure all internal parties are aware of client status.
• Proactively identify issues and risks, and escalate them when and where appropriate.
• Exemplify VelocityEHS core values of champion customer success, build honest relationships, choose simple, be humble, and make a difference.

QUALIFICATIONS
Minimum Skills and Qualifications:

• Bachelor's degree in a relevant discipline or 5 years relevant work experience.
• 3+ years experience in customer facing roles or equivalent experience increasing customer satisfaction, adoption, and retention in a SaaS environment.
• Experience with CRM platforms (e.g., Salesforce, Gainsight, Outreach).
• Relationship management with Fortune 1000 customers.
• Excellent attention to details, policies, and procedures with the ability to identify and recommend improvement opportunities.
• Proven ability to drive continuous value of products.
• Comfortable working with customers of all sizes and effectively manage customer expectations.
• Strong written and verbal communication skills.
• Proficient with the use of Microsoft 365 (Outlook, Word, PowerPoint, Excel, Teams) and a working knowledge of Adobe Acrobat (PDF) documents and format.
• Comfortable working in an evolving tech company.
• Experience maintaining a high level of activity, managing multiple ongoing projects, and working effectively in a team environment
• Strong decision-making, active listening, and organizational skills.
• Detail oriented and self-motivated
• Experience working independently, but can also be an effective team member
• Pro-active learner and open to constructive feedback

Preferred Skills and Qualifications:

• Experience in the Environmental Health and Safety profession.
• Bi/Multi-Lingual
• Experience using any of VelocityEHS' platform solutions.
• On site safety experience

Who is VelocityEHS?
VelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and sustainability software company in the world. More than 10 million people rely on our innovative on-demand (cloud-computing technology) safety and compliance management solutions to do their jobs safely and protect the environment.
Our customers include the world's most esteemed Fortune 1000 corporations. From manufacturing to food & beverage, from chemicals to pharmaceuticals, we've worked with them at every level, from the boardroom to the shop floor. We still operate with the same start-up mentality that has made us the leading cloud EHS company, and offer each and every employee the opportunity to grow and reach their full potential.
What are the benefits and perks of working at VelocityEHS?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can review all our perks and benefits by visiting our career page!

• Generous time off programs
• Medical/dental coverage, retirement (with employer match), and parental leave plans for all family types
• Job shadowing programs and one-on-one coaching opportunities
• Tuition reimbursement for continuing education, advanced degrees, and certifications
• Remote-first and flexible work schedule to fit your family's needs
• Monthly stipend to make your home office more comfortable, productive, and successful
• Corporate wellness and personalized preventative mental health care programs

We welcome and encourage diversity in the workplace. VelocityEHS is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected]
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. VelocityEHS does not accept unsolicited headhunters and agency resumes. VelocityEHS will not pay fees to any third-party agency or company that does not have a signed agreement with VelocityEHS.
#BI-Remote