Customer Success Manager

Safety-Care® by QBS is a leader in behavioral crisis prevention training. Through our train-the-trainer model, we equip organizations—including schools, healthcare providers, and human services agencies—with the skills to reduce workplace crises and improve care.

Our mission-driven, high-impact team supports more than 250,000 certified professionals nationwide, helping organizations create safer environments for staff and the individuals they serve.

The Customer Success Manager is responsible for managing a portfolio of client accounts, ensuring smooth onboarding, consistent engagement, and successful program implementation. This role focuses on day-to-day client support, scheduling and logistics, and proactive communication to deliver a seamless customer experience. The Customer Success Manager ensures clients stay on track with certification, training timelines, and program requirements while serving as a dependable point of contact for ongoing needs.

• →Own an assigned book of business, driving retention, engagement, and early expansion signals that support Net Revenue Retention (NRR).
• →Ensure accounts stay renewal-ready by executing the full certification cycle (recerts, initials, training alignment) and coordinating all related logistics, scheduling, and registrations.
• →Manage day-to-day client relationships, delivering fast, accurate support, responding to inquiries promptly, resolving issues, and escalating with full context when needed.
• →Maintain clean, accurate CRM notes and tasks, ensuring account status, requirements, and next steps are always clear.
• →Monitor account health, identifying risks early and acting quickly to stabilize accounts and keep clients compliant with Safety-Care requirements.
• →Conduct ongoing outreach for recertifications, new initials, and engagement campaigns, communicating proactively with clients about program updates, scheduling, and progress.
• →Surface early expansion signals to Senior CSMs, the Manager, and Sales, and partner on prospective calls or opportunities when appropriate.
• →Collaborate cross-functionally with Sales, Training, Finance, and other internal teams to ensure seamless service delivery, smooth training execution, and a frictionless customer journey.
• →Share meaningful client feedback and support process or program improvements that enhance the overall client experience.
• →Support event and training coordination for QBS programs and client engagements

• Retention and engagement targets are met with no renewal surprises.
• Accounts stay current on Safety-Care requirements and timelines.
• Recert and initials pipelines remain healthy and predictable.
• CRM and ticketing data is clean and decision-ready.
• Issues are resolved or escalated quickly with complete context.
• Expansion signals are timely, accurate, and actionable.
• Cross-functional partners experience dependable, responsive support.

• Experience in customer success, account management, education, school operations, training coordination, or a related field preferred.
• Background working in K-12 education, special education, behavioral health, student support services, or human services is highly valued.
• Strong customer service and communication skills, both written and verbal.
• Ability to manage multiple priorities, schedules, and deadlines.
• Experience with CRM, scheduling, or registration software preferred.
• Strong attention to detail and organizational skills.
• Hybrid work capability; occasional travel for conferences or client events as assigned