We’re in the business of helping team members everywhere feel more confident in their work, and by doing so, leading to better outcomes for their company. If you are motivated to make a positive impact on people and business, join our growing Client Success team. You’ll work collaboratively with a portfolio of clients to help solve complex business problems using SAI’s Acadia® software platform. You will have a direct impact on bottom line metrics as you empower team members with knowledge to perform critical tasks and build their skills.

SAI is a software as a service (SaaS) company providing enterprise-class software and professional services to a global client base. We wake up every day with the goal of helping our clients thrive.

About Acadia®
Organizations everywhere strive to identify best practices and integrate them into their daily operations, but until now, doing so successfully has remained an elusive goal. Acadia breaks new ground as a software solution that provides just-in-time training and procedural information to employees, anytime, anywhere, on any web-enabled device. It is a simple yet very powerful management tool that enables continual performance monitoring and improvement.

As a Senior CSM, you’ll build relationships with our Acadia clients to ensure the best possible experience from the initial engagement of prospects, through client onboarding, renewals, and expansion.

You’ll also work with an experienced team of software and consulting industry professionals as we continue to grow a user base among Fortune 500 Manufacturing, Financial Services, Transportation, Logistics and Utility clients.

Your Primary Responsibilities:

• Embody SAI’s client-driven culture, using client feedback and potential outcomes to guide all decisions
• Build warm and engaging relationships with client contacts at all levels from senior executives to frontline staff through proactive communications, virtual meetings, and in-person interactions (some travel required, 15%)
• Understand client goals and use cases to deploy the proper engagement model for product demos, onboarding, training, and client success
• Actively monitor and improve client health scores through proactive client engagement
• Communicate effectively with all stakeholders, internally and externally
• Actively work toward client retention and growth goals

Contribute to a Client Success Team that:

• Injects the voice of the client into all internal decisions
• Increases client engagement to deliver positive, KPI-driven outcomes while sustaining and expanding product usage
• Works collaboratively across teams to ensure client success (Support, Dev Ops, Engineering, Professional Services, and Product Managers)
• Grows relationships with multiple contacts across individual accounts
• Works collaboratively with Sales and Marketing to optimize prospect engagement and conversion
• Participates in internal planning to map use case and revenue expansion opportunities
• Creates value in the discovery and demo process
• Creates, uses, and improves standardized tools and processes

Desired Knowledge, Skills, and Abilities:

• Problem solver: can break complex issues into their simplest components and identifies compromises to overcome challenges
• Insightful: finds meaning in data to enhance understanding and inform decision making
• Tenacious: committed to desired outcomes and works diligently to advance toward shared goals
• Strong executive presence: is calm and confident presenting ideas and earns the trust and respect of senior leaders
• Plans and prepares in advance: understands good preparation leads to an efficient and effective path to success
• Lifelong learner: is curious; researches new topics to gain understanding and expand capabilities
• Coachable: listens to feedback from all sources and adjusts approach
• Empathetic: understands others’ motivations and point of view to find common ground and build a practical approach
• Unflappable: performs well under pressure, perseveres when things don’t go according to plan

Required Education and Experience:

• Client-facing client success management, project management, or account management experience a must
• Track record of meeting client retention and growth targets
• B2B SaaS experience preferred
• Bachelor’s degree in Business, Marketing, or Information Technology preferred
• Business analyst or consulting experience a plus

Why Work With Us?

It’s an exciting time at SAI. We’re in growth mode. We have introduced a unique product that helps revolutionize how companies conduct business. This will enable us to reach all new markets and engage in valuable, high-level business partnerships.

We work with some outstanding clients. Do you know who helps Truist, Anheuser Busch and FedEx streamline their internal operations around the world? We do. We're trusted by business decision makers for our technical expertise, management skills, industry insights and partnerships. Our CSM’s have been instrumental in leading our clients to improve safety, regulatory compliance, onboarding and training, and employee retention.

Your voice will be heard. We’re big enough to do great work, yet small enough that you can have a real impact. Opinions and ideas are encouraged and valued. Some of our best improvements to Acadia have been identified by our CSM’s empathetic engagement with our clients.

You’ll grow professionally. We want our team members to continue to develop in their professions and stay on top of industry trends. You’ll have the opportunity to share your expertise and raise your professional profile through our blog, webinars, conferences and team collaboration events.

You’ll work with great people. SAI is known for hiring humble, hungry and smart team members who balance hard work with fun. We strive to make our work environment pleasant and productive, without interoffice politics. Our CSM’s engage with all levels of leadership both at SAI and our client companies.

Location, location, location. Conveniently located off I-83 across from the Hunt Valley Towne Centre.

Competitive salary and benefits. We believe strongly in rewarding outsized performance with outsized compensation and rewards. You’ll work hard, and you’ll be compensated accordingly.