Client Success Manager- Italy

Forwood Safety; Italia; In loco; EUR 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Forwood Safety is seeking a Client Success Manager for Italy who will own onboarding and successful adoption of our safety solutions. You will partner with clients to define objectives, drive value, and ensure long-term retention while expanding our platform usage.

The role requires strong relationship management, excellent communication, and the ability to lead cross-functional teams across Product, Engineering, Support, Sales and Marketing to deliver measurable outcomes.

Competenze

• Experience managing client relationships in SaaS or technology environments.
• Strong communication and stakeholder management skills.
• Fluency in English and at least one Southern European language.
• Experience implementing or supporting enterprise SaaS solutions.

Mansioni

• Lead end-to-end onboarding and implementation of Forwood solutions with timely deployment and success criteria.
• Develop and execute implementation plans with milestones and stakeholder engagement.
• Facilitate workshops, training, and enablement programs for user adoption.
• Establish measurable objectives, success metrics, and outcomes with clients.
• Serve as primary customer contact and trusted advisor for a portfolio of strategic clients.
• Build relationships with executive sponsors and operational stakeholders.
• Conduct regular success reviews to monitor progress and address challenges.
• Collaborate with Account Managers to plan and deliver quarterly business reviews.

Conoscenze

Client relationship management

Stakeholder management

Project management

Cross-functional collaboration

Communication

English proficiency

Descrizione del lavoro

Client Success Manager- Italy

Azienda : Forwood Safety Tipo Lavoro : Full Time Italy

Descrizione Lavoro - Client Success Manager- Italy

The Client Success Manager (CSM) plays a critical role in helping clients realize measurable business value through the successful adoption and ongoing use of Forwood's solutions. Acting as a trusted advisor, the CSM partners closely with customers to drive engagement, maximize outcomes, strengthen long-term relationships, and support retention and growth. This role ensures clients achieve their safety and operational objectives while advancing Forwood's mission to eradicate workplace fatalities.

Main Responsibilities

• Lead the end-to-end onboarding and implementation of Forwood solutions, ensuring timely deployment and achievement of agreed success criteria.
• Develop and execute implementation plans, including project timelines, milestones, stakeholder engagement, and change management activities.
• Facilitate workshops, training sessions, and enablement programs to support user adoption and operational readiness.
• Partner with client stakeholders to establish measurable objectives, success metrics, and implementation outcomes.
• Serve as the primary customer contact and trusted advisor for a portfolio of strategic clients.
• Build strong relationships with executive sponsors, business leaders, and operational stakeholders.
• Conduct regular success reviews to assess progress, address challenges, and align on strategic priorities.
• Collaborate with Account Managers to plan and deliver Business Reviews (QBRs) that demonstrate value, highlight achievements, and identify future opportunities.
• Develop a deep understanding of each client's business, operational challenges, and safety objectives.
• Own customer success plans and roadmaps, ensuring alignment between client objectives and platform utilization.
• Drive adoption of Forwood solutions by identifying opportunities to increase engagement, expand use cases, and improve user outcomes.
• Monitor customer health indicators, usage trends, and engagement metrics to proactively identify risks and implement mitigation strategies.
• Lead retention efforts by addressing customer concerns, removing barriers to success, and ensuring continuous value realization.
• Support account growth initiatives by identifying opportunities for additional products, services, and strategic partnerships
• Develop and maintain deep expertise in Forwood's products, industry applications, and customer value propositions.
• Provide consultative guidance to clients on best practices in critical risk management, safety leadership, and digital adoption.
• Capture customer feedback and insights to inform product development, service enhancements, and customer experience improvements.
• Contribute to the creation of knowledge resources, implementation methodologies, training materials, and best practices.
• Work closely with Product, Engineering, Support, Sales, and Marketing teams to ensure exceptional customer experiences.
• Advocate for customer needs internally and help prioritize improvements that deliver the greatest customer impact.
• Share customer success stories, insights, and lessons learned to support continuous organizational improvement.

Key Requirements

• Demonstrated ability to manage and grow client relationships in a SaaS or technology environment.
• Strong communication, presentation, facilitation, and stakeholder management skills.
• Excellent project management and organizational capabilities.
• Ability to manage multiple priorities and work effectively across cross‑functional teams.
• Fluency in English and at least one Southern European language.
• Experience implementing or supporting enterprise SaaS solutions.

Why Join Forwood?

• Help some of the world's largest organizations improve safety performance and manage critical risks.
• Influence how technology is used to save lives and prevent serious workplace incidents.
• Work with a passionate, global team committed to making a meaningful impact.
• Contribute to the ongoing evolution of a market‑leading critical risk management platform.
• Build a rewarding career with an innovative and purpose‑driven organization