Client Success Manager

🚀 Enhance Your Career Journey at Forwood! Opportunities for a Client Success Manager🌐

Forwood is a global organisation comprising of a team of passionate, values driven professionals with a laser focus on fatality prevention. ​We have created a robust SaaS-based Critical Risk Management System that has changed the way safety is managed in every industry.​ Our system has been implemented in some of the largest high risk operations in the world and together with the people who work in those locations it has delivered profound results.  ​​

The role of Client Success Manager is responsible for managing the onboarding and successful implementation of all Forwood solutions, including CRM, Risk, Safety+, and Compliance+. This role ensures clients achieve their desired outcomes by leveraging Forwood’s products and services while building strong relationships to enhance client satisfaction, retention, and long-term success. The Client Success Manager plays a pivotal role in driving value for clients throughout their engagement lifecycle. You will need to interact with clients internationally, therefore, in addition to English, you must be proficient in at least one of the following languages for professional communication: Spanish, Portuguese, Italian, or French. This role is remote (WFH). 

Key Responsibilities

Client Onboarding and Implementation: 

• Manage end-to-end onboarding for all Forwood solutions (CRM, Risk, Safety+, Compliance+), ensuring timely and effective deployment.
• Facilitate client workshops and training sessions to support adoption and success.
• Develop and implement onboarding project plans, including timelines, milestones, and change management processes.

Client Relationship Management: 

• Serve as the primary point of contact for assigned clients, fostering trust and ensuring alignment with their goals.
• Conduct regular check-ins and review meetings to monitor progress, address challenges, and identify growth opportunities.

Client Retention and Value Maximization: 

• Implement strategies to drive client satisfaction, ensure retention, and encourage adoption of additional Forwood products.
• Identify and address client pain points, providing proactive solutions and ensuring continuous improvement in client experience.

Program and Knowledge Development: 

• Contribute to the development of best practices, knowledge articles, and training materials to support client and internal teams.
• Provide insights into client needs and feedback to inform product enhancements and service delivery improvements.

Internal Collaboration: 

• Work closely with cross-functional teams, including Product, Marketing, and Technical Support, to ensure seamless service delivery.
• Share client insights and feedback to influence product development and marketing strategies.

Requirements

• Proven experience in client success, account management, or a related role.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong project management skills and familiarity with SaaS solutions.
• Ability to work collaboratively with cross-functional teams.
• Ability to speak English as well as a second language such as Spanish, Portuguese, Italian, French
• Experience in onboarding and deploying SaaS solutions.(preferred)
• Knowledge of Forwood products and methodologies.(preferred)
• Familiarity with risk management, safety, and compliance processes in heavy industries.(preferred)