Forwood Safety

Client Success Team Lead

Forwood Safety

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Lead and Elevate a High-Performing CSM Team
  • Coach, mentor, and develop a team of Client Success Managers to consistently deliver outstanding client outcomes
  • Set high standards around execution, accountability, and proactive engagement
  • Provide hands-on support for complex or high-risk engagements
  • Drive operational excellence — from capacity planning to scalable playbooks and delivery frameworks
  • Contribute strategically to the evolution of our Client Success function as we scale
  • Personally manage a portfolio of complex enterprise clients
  • Lead impactful Executive Business Reviews focused on value realisation and long-term outcomes
  • Develop multi-year success roadmaps aligned to clients’ safety and operational goals
  • Partner with Sales to identify expansion and advocacy opportunities
  • Conduct readiness and change Lead migration planning and execution
  • Oversee training, enablement, and hyper-care
  • Stabilise post-migration environments
  • Design and continuously improve onboarding, adoption, retention, and renewal frameworks
  • Define and evolve KPIs, health scoring, and value metrics
  • Use data proactively to identify risk and drive intervention strategies
  • Partner closely with Product, Technology, Sales, Marketing, and Support
  • Translate client insights into meaningful product and service improvements
  • Influence with credibility, insight, and data

Requirements

  • 8+ years in Client (Customer) Success or Account Management within enterprise SaaS
  • Proven experience leading and developing CSM teams
  • Strong background managing complex enterprise accounts
  • Extensive experience delivering large-scale SaaS implementations and migrations
  • Deep understanding of retention strategy, renewal readiness, and commercial drivers
  • Strong executive presence and stakeholder management skills
  • Excellent project and program management capabilities
  • Experience building or scaling CS processes and frameworks
Benefits
  • Health insurance
  • 401(k) plan
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS implementationsmigrationsCS processesframeworksKPI definitionhealth scoringvalue metricsdata analysisrisk identificationintervention strategies
Soft Skills
coachingmentoringteam developmentexecutive presencestakeholder managementproject managementprogram managementinfluencingcommunicationstrategic thinking