Customer Success Manager

Safety-Care by QBS; Foxborough (MA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

401k retirement plan with company match

Life insurance

Paid time off

Training and professional development

Job summary

Safety-Care by QBS in Foxborough, MA is seeking a Customer Success Manager to manage client accounts and drive engagement. Your role will focus on onboarding, client support, and communication to deliver a seamless customer experience.

Applicants should have experience in customer success, strong communication skills, and be able to manage multiple priorities. The position offers a competitive salary range of $70,000-$80,000 with an OTE of $86,000-100,000 depending on experience.

Qualifications

• Experience in customer success or account management preferred.
• Background in K-12 education or behavioral health highly valued.
• Ability to manage multiple priorities and deadlines.

Responsibilities

• Manage client accounts and ensure smooth onboarding.
• Drive retention and engagement for a book of business.
• Monitor account health and identify risks early.

Skills

Customer service skills

Communication skills

Organizational skills

Attention to detail

Tools

CRM software

Scheduling software

Job description

Location: 5 days onsite in Foxborough, MA

About QBS

Safety-Care® by QBS is a leader in behavioral crisis prevention training. Through our train-the-trainer model, we equip organizations—including schools, healthcare providers, and human services agencies—with the skills to reduce workplace crises and improve care.

Our mission-driven, high-impact team supports more than 250,000 certified professionals nationwide, helping organizations create safer environments for staff and the individuals they serve.

Position Summary

The Customer Success Manager is responsible for managing a portfolio of client accounts, ensuring smooth onboarding, consistent engagement, and successful program implementation. This role focuses on day-to-day client support, scheduling and logistics, and proactive communication to deliver a seamless customer experience. The Customer Success Manager ensures clients stay on track with certification, training timelines, and program requirements while serving as a dependable point of contact for ongoing needs.

What You'll Do

• Own an assigned book of business, driving retention, engagement, and early expansion signals that support Net Revenue Retention (NRR).
• Ensure accounts stay renewal‑ready by executing the full certification cycle (recerts, initials, training alignment) and coordinating all related logistics, scheduling, and registrations.
• Manage day‑to‑day client relationships, delivering fast, accurate support, responding to inquiries promptly, resolving issues, and escalating with full context when needed.
• Maintain clean, accurate CRM notes and tasks, ensuring account status, requirements, and next steps are always clear.
• Monitor account health, identifying risks early and acting quickly to stabilize accounts and keep clients compliant with Safety‑Care requirements.
• Conduct ongoing outreach for recertifications, new initials, and engagement campaigns, communicating proactively with clients about program updates, scheduling, and progress.
• Surface early expansion signals to Senior CSMs, the Manager, and Sales, and partner on prospective calls or opportunities when appropriate.
• Collaborate cross‑functionally with Sales, Training, Finance, and other internal teams to ensure seamless service delivery, smooth training execution, and a frictionless customer journey.
• Share meaningful client feedback and support process or program improvements that enhance the overall client experience.
• Support event and training coordination for QBS programs and client engagements

What Success Looks Like

• Retention and engagement targets are met with no renewal surprises.
• Accounts stay current on Safety‑Care requirements and timelines.
• Recert and initials pipelines remain healthy and predictable.
• CRM and ticketing data is clean and decision‑ready.
• Issues are resolved or escalated quickly with complete context.
• Expansion signals are timely, accurate, and actionable.

Qualifications

• Experience in customer success, account management, education, school operations, training coordination, or a related field preferred.
• Background working in K‑12 education, special education, behavioral health, student support services, or human services is highly valued.
• Strong customer service and communication skills, both written and verbal.
• Ability to manage multiple priorities, schedules, and deadlines.
• Experience with CRM, scheduling, or registration software preferred.
• Strong attention to detail and organizational skills.
• Hybrid work capability; occasional travel for conferences or client events as assigned
• Retirement Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Professional Development

Compensation

• $70,000‑$80,000 base + variable + annual bonus (OTE ~$86,000‑100,000+ depending on experience)

Equal Opportunity Employer

QBS is an Equal Opportunity Employer. QBS will not discriminate against any employee or applicant for employment because of race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. QBS will grant employment, without regard to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law.