Customer Success Manager

Customer Success Manager

Join us in making a measurable difference as a Customer Success Manager with Forwood Safety! At Forwood Safety, we're on a mission to eradicate workplace fatalities. Our technology is trusted by some of the world's largest organisations in high-risk industries, and now we're looking for a Customer Success Manager who's as passionate about delivering value as we are.

This is not a "maintain the status quo" role. We want someone who will challenge, refine, and elevate the way we do Customer Success – ensuring our clients don't just use our solutions, but truly transform the way they work.

Key Requirements

• Own the customer journey – from onboarding to ongoing success – ensuring time to value is rapid and measurable.
• Build strong, strategic partnerships with your customers, keeping them engaged, informed, and achieving results.
• Spot risks and opportunities early, then act decisively to secure retention and deepen adoption.
• Roll up your sleeves to review and optimise processes, workflows, and systems, creating scalable, repeatable success models.
• Turn data into strategy – using metrics like CSAT, health scores, and adoption rates to drive improvements.
• Collaborate across Sales, Product, and Support to make every client touchpoint seamless.

Skills/Experience

• 5+ years in Customer Success, Account Management, or similar, ideally in SaaS/tech.
• Proven track record of improving onboarding, retention, and adoption outcomes.
• Strong analytical skills with a knack for turning insights into action.
• Excellent communicator, trusted advisor, and relationship builder.
• Experience streamlining workflows and leveraging tech for efficiency.

Why Join Forwood

• Purpose with impact – help save lives by influencing safety in the world's most hazardous industries.
• Room to innovate – you'll have the autonomy to question, test, and implement new ideas.
• Global exposure – work with a diverse, international client base and internal team.
• Growth opportunities – contribute to the evolution of a leading safety technology company.