Remote Loss Prevention Customer Success Lead

RealNetworks, Inc.; United States; Remote; USD 75,000 - 100,000; Full time

Job summary

RealNetworks, Inc. is seeking a proactive Customer Success Manager for SAFR, our face-based vision SaaS/HaaS offering. The role is remote in the US with West Coast preferred.

You will guide onboarding, manage a portfolio of customers, monitor KPIs, and drive adoption and value realization to maximize retention and renewals. You will collaborate across technical and non-technical teams, resolve issues promptly, and maintain accurate customer records while delivering outcomes that demonstrate

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

• 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.

Skills

Customer success

B2B SaaS

Communication

Organizational skills

Onboarding

Renewals

Relationship management

Cross-functional collaboration

Time management

Problem solving

Job description

RealNetworks, Inc. is seeking a proactive Customer Success Manager for SAFR, our face-based vision SaaS/HaaS offering. The role is remote in the US with West Coast preferred.

You will guide onboarding, manage a portfolio of customers, monitor KPIs, and drive adoption and value realization to maximize retention and renewals. You will collaborate across technical and non-technical teams, resolve issues promptly, and maintain accurate customer records while delivering outcomes that demonstrate