Customer Success Lead — Loss Prevention (Remote)

RealNetworks, Inc.; Northern (KY); Hybrid; USD 75,000 - 100,000; Full time

Job summary

RealNetworks, Inc. SAFR team seeks a proactive Customer Success Manager to ensure a seamless experience for our SaaS and HaaS customers. You’ll serve as the primary contact, helping customers realize value, drive adoption, and ensure satisfaction and retention.

If you’re energized by helping customers succeed and delivering value, this is the role for you! This remote US-based position emphasizes onboarding, proactive engagement, and health monitoring to secure renewals and long-term customer

Qualifications

• 3+ years in Customer Success or Client Services with B2B SaaS solutions strongly preferred.
• Retail loss prevention / asset protection experience.
• Strong communication and interpersonal skills with a customer-first mindset.
• Strong organizational skills and discipline in documenting customer interactions, commitments, health, and outcomes so information remains accurate and accessible across the team.
• 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.
• Technical aptitude, preferred

Responsibilities

• Onboarding: Guide new customers through implementation and setup, establish success milestones.
• Account Management: Serve as the primary contact for a portfolio of customers.
• Customer Engagement & Value Realization: Review performance, usage, KPIs and outcomes; identify opportunities.
• Product Adoption: Promote best practices to increase adoption and value.
• Issue Resolution: Collaborate with support and product teams to resolve concerns.
• Retention & Renewals: Monitor health and churn risks; support renewal efforts.
• Customer Advocacy: Gather feedback and relay Voice of the Customer internally.
• Customer Insights & Reporting: Communicate performance trends and outcomes; maintain records.
• Record Management: Review incidents and ensure policy-compliant execution.

Skills

Customer Success

B2B SaaS

Communication

Organization

Job description

RealNetworks, Inc. SAFR team seeks a proactive Customer Success Manager to ensure a seamless experience for our SaaS and HaaS customers. You’ll serve as the primary contact, helping customers realize value, drive adoption, and ensure satisfaction and retention.

If you’re energized by helping customers succeed and delivering value, this is the role for you! This remote US-based position emphasizes onboarding, proactive engagement, and health monitoring to secure renewals and long-term customer