Senior Customer Success Manager

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, 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
• Excellent attention to detail, with the ability to identify and recommend improvement opportunities
• Proficient in CRM platforms (e.g., Salesforce, Gainsight, Outreach)
• Experience managing relationships with Fortune 1000 customers
• 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.
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 for eligible employees, 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)
• 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
• Summer Fridays (Memorial Day through Labor Day enjoy a 6-hour workday every Friday)

The expected salary range for this position is between $74,600 and $98,300 USD (United States) or $78,900 and $101,900 CAD (Canada). We aim to hire between the minimum and midpoint of the salary range and offers at the maximum of the range are uncommon. The final offered salary will be based on candidate's proficiency in skill set, prior relevant experience, internal equity, market considerations, and other factors.
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.
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