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: 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 to ensure a smooth start with our product.
- Account Management: Serve as the primary contact for a portfolio of customers, proactively managing relationships and needs.
- Product Adoption: Promote best practices and strategies to ensure customers are fully leveraging all features and capabilities.
- Issue Resolution: Collaborate with technical support and product teams to resolve customer concerns and ensure a timely, high-quality resolution.
- Retention & Renewals: Monitor customer health, identify churn risks early, and support renewal processes.
- Training & Enablement: Provide virtual or in-person product training, Q&A sessions, and documentation as needed.
- Feedback Loop: Capture and relay customer feedback to product team to inform feature development and improvements.
- Reporting: Track and provide reporting on customer metrics, usage data, and success milestones.
What we are looking for: - 3+ years in Customer Success or Client Services with B2B SaaS solutions.
- Strong communication and interpersonal skills with a customer-first mindset.
- 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.
- Retail loss prevention / asset protection experience.
RealNetworks is an
equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran or disability status. We participate in E-Verify.