Customer Success Manager Jobs

About us

At Soundtrace, we're on a mission that truly matters – to transform workplace hearing conservation and protect employees around the world from the risks of noise-induced hearing loss. We believe that every employee deserves a safe and healthy working environment, where they can thrive without compromising their hearing health.

What sets us apart is our integrated hardware and software solutions, designed to empower companies to not only meet compliance standards but also proactively prevent hearing loss. Our innovative technology streamlines other manual processes like noise level monitoring, audiometric testing, protective measures, and compliance management. By leveraging our advanced tools, companies can enhance efficiency, save costs, and gain better control over their hearing conservation programs. It's about creating a work environment that truly cares for the well-being of employees.

But it's not just about the technology – it's about the people. At Soundtrace, we foster a flexible and collaborative work environment that values accountability, initiative, and the desire to make a real impact. Whether you're working from the comfort of your own home or collaborating with a diverse and passionate team, you'll have the opportunity to contribute to our mission of creating safer workplaces and protecting employees' hearing health.

About the role:

Soundtrace is seeking our first Customer Success Manager to support our growing base of enterprise clients in their digital hearing conservation journey. In this crucial role, you will ensure the success of our clients, from initial onboarding to implementation, ongoing support, and upselling opportunities.

Collaborating closely with our early customers, you'll be their trusted partner, helping them maximize the value they receive from our digital hearing conservation program. You'll work hand-in-hand to understand their unique needs, provide exceptional support, and drive their success in delivering an effective hearing conservation program.

Furthermore, you'll have the opportunity to work closely with our executive, product, and engineering teams. Your insights and feedback will shape the future of customer success at Soundtrace, contributing to the continuous improvement of our offerings and ensuring our customers receive the best possible experience.

If you have experience managing a book of business, a genuine passion for improving workplace hearing health, and the ambition to build and lead your own Customer Success team in the future, this role at Soundtrace is the ideal opportunity for you.

Responsibilities of the role:

As a Customer Success Manager at Soundtrace, you will play a pivotal role in driving successful customer implementations and ensuring their success. Your expertise and leadership in implementing our solutions will contribute to the revolution of workplace hearing conservation. In this role, your responsibilities will include:

• Developing comprehensive onboarding and implementation plans for enterprise customers, taking into account their unique requirements and facilities.
• Coordinating and overseeing the rollout of Soundtrace solutions across various facilities and divisions, ensuring a seamless and efficient implementation process.
• Becoming a trusted partner to each enterprise customer, driving overall product adoption, and delivering best practices for their hearing conservation programs.
• Acting as an extension of the sales team by leveraging customer feedback and needs to identify upselling opportunities and contribute to the growth of Soundtrace.
• Identifying and tracking relevant key performance indicators (KPIs) to evaluate the success and impact of Soundtrace solutions for each customer, and preparing case studies to showcase their achievements.
• Traveling up to 10% on a monthly basis to customer locations to provide on-site support, conduct trainings, and build strong relationships with customers.
• Collaborating with the Product and Engineering teams to effectively communicate customer feedback, ideas, and concerns, with the goal of continuously improving the product and enhancing the overall customer experience.

About you

Experience qualifications and requirements specific to the Customer Success Manager role at Soundtrace include:

• Excellent communication skills (in-person or remote through videoconferencing or email) with the ability to build trust and meaningful relationships. You’ll be the primary point of contact for many of our customers post sale, so we’ll be relying on you to deliver an exceptional customer experience.
• Comfortable in a startup environment where ambiguity is always present. We need someone who is always learning and can take responsibility for their work.
• Demonstrated success in onboarding and implementing enterprise customers
• 4+ years of professional experience in customer success roles within an enterprise SaaS environment. Experience in the safety, healthcare, or HR sector would be a plus as you’ll better understand the relevant parties involved in delivering a hearing conservation program.
• Proven ability to manage, hit, and exceed KPIs dealing with retention and upselling. Prior experience with sales and managing a book of business would be a plus.
• Background in audiology, hearing conservation, or other related experiences would be a huge plus.

What we offer

Joining Soundtrace means being part of an ambitious and collaborative team dedicated to revolutionizing workplace hearing conservation. Here's what we can offer to you:

Mission-driven: Regardless of your role, every team member actively engages with our customers, reinforcing the mission that drives us forward.

Learning never stops: We believe in continuous learning and growth. Get comfortable with being uncomfortable. We can promise that you will be presented with tasks and responsibilities that you have never experienced before, and the team will look to you for guidance and solutions.

We’re in this together: The founding team is committed to leading by example and creating an inclusive and equitable workplace where each team member feels respected, valued, and empowered to contribute their best.

Compensation that matters: We offer competitive salaries and stock incentive packages to ensure that your contributions are recognized and rewarded accordingly. While compensation may not be your primary motivator, we believe it should never be a demotivator.

Health and well-being: We prioritize your well-being. Soundtrace provides health, vision, and dental coverage, with the majority of costs covered by the company. We also strive to offer additional wellness benefits tailored to your individual needs.