HSI is a leading Environmental, Health and Safety (EHS) and workforce development provider based in the United States that offers safety and workplace training, safety management software, and compliance solutions. Founded in 1977, HSI has seen tremendous growth supported by innovative technology, robust systems, and exceptional customer support. Our mission is to make the workplace and community safer.
In the APAC region, we are comprised of two Australian Health & Safety Software companies: Donesafe and Solv .
Solv is a leader in Environmental Health and Safety (EHS) and workforce development software, training, and compliance solutions. The Solv product delivers simple, secure, and effective online systems that make it easier for businesses to manage their workplace health, safety, injury, and claims information. Our clients include some of Australia's largest companies such as Qantas, McDonald's, ANZ Bank, Coca-Cola, Bunnings, Toll Transport, Kmart, Aldi, BP, Fitness First, and Arnott's.
Donesafe is one of the fastest-growing cloud-based workplace health, safety, and compliance platforms. Known as “The People’s Safety Software,” Donesafe is built with the user in mind and is designed to ease the administrative burden and costs of WHS management.
Job SummaryThe Customer Success Manager (II) is responsible for maintaining strong relationships with HSI's high-value medium-large clients, supporting their experience with HSI products and services, achieving account growth (upsell), and ensuring long-term license retention (renewal).
This role requires excellent communication and business acumen, a strong understanding of product capabilities, and solution-based selling expertise to optimize the customer experience and add value with HSI products. The role involves working collaboratively with clients to understand their business goals and challenges, providing strategic recommendations, and supporting their success.
Success in this role depends on excelling at stakeholder engagement, aligning customer objectives with solutions within the HSI suite, identifying and mitigating retention risks, and advocating for the customer.
Essential Functions- Plan and lead regular client account meetings
- Host Executive Business Review sessions for high-value customers
- Build and maintain relationships with key stakeholders (internal and external)
- Develop and report on Customer Success Plans
- Support client’s product objectives and future strategies
- Proactively manage account retention to achieve renewal quotas
- Identify and pursue opportunities for account growth and upsell
- Provide system demonstrations to facilitate upsell opportunities
- Ensure proper configuration and optimal use of products
- Share insights and feedback to help drive product improvements
- Contribute to client retention strategies and projects
- Maintain knowledge of contract obligations
- Engage with the business to deliver client outcomes
- Coordinate with the support team to service the customer per SLAs
- Maintain client records, renewals, and upsell opportunities in CRM
- Gather customer insights and identify trends for business improvements
- Support mentoring of less experienced team members
- Oversee escalations and work towards resolution
- Share best practices with team members
- Solicit and share customer insights with relevant stakeholders
- KPI’s : Annual renewal, upsell, and cross-sell quotas
- 5+ years managing client accounts
- 1+ years managing enterprise accounts
- 2+ years achieving account growth targets
- Excellent communication and problem-solving skills
- Interest in technology and quick mastery of new tech
- Experience in a Health, Safety, or Employee Wellbeing role
- Experience with HSI systems
- Experience with data and reporting tools
- Experience with CRM systems like Salesforce
- Proficient in MS Office applications
- Access to confidential and free Employee Assistance Program (EAP)
- Birthday Bonus Day – paid leave on your birthday
- Benefits & discounts including Novated Leasing
- Hotel discounts for you and your family
- Tuition reimbursement for education expenses
- Volunteer leave – 16 hours per year
- Flexible working environment
- Supportive, collaborative team culture
Life at HSI is guided by key values:
- #OwnIt : We do our work with passion, responsibility, and commitment.
- #Better/Continuous Improvement : We strive for ongoing growth and better ways of working.
- #Teamwork : We foster collaboration, celebrate wins, and work hard together.