Customer Success Manager

At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we make workplaces safer every day.

As a Customer Success Manager at Veriforce, you will be the primary relationship owner for assigned global customers and a key liaison between customers and internal teams. You will guide global customers through onboarding, adoption, strategic touchpoints, business reviews, health monitoring, issue resolution, and renewal readiness. Success in this role requires building trusted relationships, understanding each customer’s business goals, and helping customers realize measurable value from Veriforce products and services. You will be part of the global team, a startup within the larger Veriforce organization, which is private-equity-backed and fast-paced.

This position requires up to 25% travel. A valid passport is required for this role.

• Achieve world-class renewal rates and actively identify expansion opportunities.

• Own day-to-day customer relationships for assigned accounts and serve as the consistent point of contact throughout the customer journey.

• Develop a clear understanding of each customer’s goals, challenges, success criteria, operating model, and value expectations.

• Maintain accurate account information, success plans, action items, and customer health indicators in the relevant customer success systems.

• Execute account engagement plans through regular standing calls, strategic check-ins, business reviews, and customer follow-up.

• Support onboarding, product adoption, change management, and customer education activities to improve usage and long-term value.

• Identify renewal risks and expansion opportunities, and coordinate with Sales, Support, Product, Finance, and Professional Services as needed.

• Monitor customer health, satisfaction, product usage, and feedback to identify potential risks.

• Coordinate internal action plans to address customer concerns, track progress, and communicate updates clearly to stakeholders.

• Escalate priority issues appropriately while maintaining ownership of customer communication and follow-through.

• Collaborate with internal teams to deliver a unified customer experience and smooth handoffs across the customer lifecycle.

• Act as the voice of the customer by sharing product feedback, enhancement requests, and business insights with internal teams.

• Contribute to customer advocacy opportunities such as references, case studies, and success stories where appropriate.

• Bachelor's degree in business, Management, or related field, or equivalent relevant experience.

• 3+ years of experience in Customer Success, Account Management, Client Success, SaaS, or related customer-facing field.

• At least 1 year of experience working for global organizations, across multiple continents and time zones.

• Strong understanding of customer success best practices, account planning, adoption, retention, and customer health management.

• Excellent communication, interpersonal, presentation, and stakeholder management skills.

• Ability to analyze customer data, identify insights, and use those insights to support account planning and decision-making.

• Familiarity with Salesforce, Totango, CRM platforms, customer success tools, or similar systems. Ensure your familiar platforms are noted in your CV.

• Fluent professional communication skills in French, German, and English are required.