Client Success Manager – Manufacturing And CPG

We’re a software as a service (SaaS) company helping manufacturers build autonomous teams that lead to better business outcomes. 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 manufacturing and consumer package goods (CPG) clients to help solve complex business problems using SAI’s Acadia® software platform. You will have a direct impact as you empower frontline workers with knowledge to perform critical tasks and build their skills. 

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

Why you would be a good fit: 

• You are motivated by helping people – you empathize with others and committed to improving their circumstances
• You are resourceful – you routinely tap into various resources to explore solutions to problems
• You are not an order taker – you are an active listener who asks ‘why’ and uses critical thinking to inform recommendations
• Attention to detail is your superpower – you ensure initiatives stay on track because you are meticulous about documentation, project management, and stakeholder communications
• You love learning – whether it’s a new client, industry, or technology, your natural curiosity leads to better understanding and insights
• You are unflappable – you perform well under pressure, have outstanding executive presence, and persevere when things don’t go according to plan

Contribute to a Client Success Team that: 

• Injects the voice of the client into product decisions
• Increases client engagement to deliver positive, KPI-driven outcomes
• Works collaboratively across teams to ensure client success (Support, Dev Ops, Engineering, Professional Services, and Product Managers)
• Works collaboratively with Sales, Marketing, and Executive Sponsors to optimize prospect engagement and conversion
• Participates in account planning to identify new use cases and expansion opportunities

Required Education and Experience: 

• B2B SaaS customer success management or account management experience
• Manufacturing and/or CPG experience
• Bachelor’s degree in Business, Marketing, or Information Technology preferred
• Business analyst or consulting experience a plus

It’s an exciting time at SAI. We’re in growth mode. We have a unique product that helps revolutionize how companies conduct business. This will enable us to reach 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.  

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 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. 

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 on-the-job learning, standards compliance, and continuous improvement.