Remote Loss Prevention Customer 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

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