Loss Prevention Success Manager

RealNetworks, Inc.; Washington (District of Columbia); Remote; USD 75,000 - 100,000; Full time

Job summary

RealNetworks, Inc. SAFR is seeking a Customer Success Manager to guide onboarding and adoption, manage a portfolio of customers, and drive renewals. Remote in the US with West Coast preferred, $75K-$100K/year, and a strong emphasis on customer value and measurable outcomes.

The role requires 3+ years in SaaS Customer Success, excellent communication, and ability to coordinate with technical and product teams to ensure successful outcomes.

Qualifications

• 3+ years in Customer Success or Client Services with B2B SaaS.
• Strong communication and interpersonal skills.
• Excellent organizational skills and documentation discipline.
• Ability to manage multiple accounts and projects simultaneously.
• Experience onboarding, renewals, and retention strategies.

Responsibilities

• Guide new customers through implementation and setup.
• Serve as the primary contact for a portfolio of customers.
• Establish proactive cadence to review performance, KPIs, and value.
• Promote best practices to increase adoption across SAFR Guard features.
• Collaborate with support and product teams to resolve issues.
• Monitor customer health and support retention efforts.
• Solicit customer feedback to inform product priorities.
• Review incidents and maintain accurate records in systems.

Skills

Onboarding

Account management

Customer success

Renewals

Cross-functional

Communication

Organization

Technical aptitude

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.

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

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