Loss Prevention Success Manager

RealNetworks, Inc.; Seattle (WA); Remote; USD 75,000 - 100,000; Full time

Job summary

RealNetworks, Inc. is seeking a proactive Customer Success Manager for SAFR from RealNetworks. This role serves as the primary contact for SaaS and HaaS customers, guiding onboarding, driving adoption, and ensuring retention.

The position is remote in the US with West Coast preferred, offering the chance to influence product value and customer outcomes. You will manage a portfolio, review KPI performance, collaborate with support and product teams, monitor health, and advocate for customers to

Qualifications

• 3+ years in Customer Success or client services in B2B SaaS.
• Retail loss prevention / asset protection experience.
• Strong communication and customer-first mindset.
• Strong organizational skills and documented interactions.
• Track record of onboarding, renewal and retention strategies.

Responsibilities

• Guide new customers through onboarding and setup.
• Serve as primary contact for a portfolio of customers.
• Proactively review KPIs and outcomes with customers.
• Promote best practices to increase adoption and value.
• Collaborate with support and product teams to resolve issues.
• Monitor customer health and support renewals.
• Solicit feedback and represent the Voice of the Customer internally.
• Maintain accurate customer records in systems.
• Review incidents for context and policy compliance.

Skills

Customer Success

B2B SaaS

Communication

Onboarding & Renewals

Multi-account management

Retail asset protection

Job description

Company Overview:

SAFR from RealNetworks is aunifiedecosystemspecializing in face-based computer visionsolutionsoptimizedfor real-world performance. Building on a legacy of digital mediaexpertiseand innovation, RealNetworks has created a new generation of products that employ best-in-class artificial intelligence and machine learning to enhance and secure our daily lives.

Position Overview:

Location: Remote in the US, West Coast preferred.

The SAFR business is looking for a proactive Customer Success Manager to join our team. This role is responsible for ensuring a seamless and successful experience for our SaaS (Software-as-a-Service) and HaaS (Hardware-as-a-Service) customers. You’ll serve as the primary point of contact, helping customers realize value from our solutions, drive adoption, and ensure satisfaction and retention. If you’re energized by helping customers succeed and are passionate about delivering value, this is the role for you!

Whatyou’lldo:

• Customer Onboarding: Guide new customers through implementation and setup, establish success expectations and milestones, and ensure a smooth transition into ongoing adoption.
• Account Management: Serve as the primary contact for a portfolio of customers, proactively managing relationships and needs.
• Customer Engagement & Value Realization: Establish a proactive customer cadence to review performance, usage, KPIs, business outcomes, questions, and feedback; identify opportunities to increase adoption and ensure customers are realizing measurable value from SAFR Guard.
• Product Adoption: Promote best practices and proactively identify opportunities to increase adoption, engagement, and customer value across SAFR Guard features and capabilities.
• Issue Resolution: Collaborate with technical support and product teams to resolve customer concerns and ensure a timely, high-quality resolution.
• Customer Health, Retention & Renewals: Proactively monitor customer health, identify engagement or adoption gaps and churn risks early, and partner internally to support retention and renewal efforts.
• Customer Advocacy: Actively solicit customer feedback, understand the business need behind requests, identify recurring themes, and represent the Voice of the Customer internally to help inform product improvements and priorities.
• Customer Insights & Reporting: Review and communicate customer performance, usage trends, success milestones, and measurable outcomes, while maintaining accurate customer records and commitments in the appropriate source-of-truth systems.
• Record Management and organization: Review incidents for context and relevant applicable policy and procedures, exercise sound judgement in the execution of duties and responsibilities.

What we are looking for:

• 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

Salary range for this position: $75K-$100K/year

RealNetworks is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran or disability status. We participate in E-Verify.