Customer Success Manager

Employment Type: Full-Time

Location: Hybrid in Foxborough, MA

About QBS

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.

Position Summary

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.

What You'll Do

• 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

What Success Looks Like

• 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.

Qualifications

• 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

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Professional Development

Compensation

• $70,000-$80,000 base + variable + annual bonus (OTE ~$86,000-100,000+ depending on experience)

QBS is an Equal Opportunity Employer. QBS will not discriminate against any employee or applicant for employment because of race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. QBS will grant employment, without regard to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law.