HSI

About HSI HSI is a leading provider of EHS, compliance, and workforce development solutions. Through our Donesafe platform, we help organisations simplify safety, streamline processes, and strengthen workplace cultures. As our EMEA presence grows, we're looking for a technically minded, customer-focused Implementation Consultant to join our expanding team. About the Role This is a hands-on implementation role where you'll own the full customer onboarding journey - from initial kick-off through configuration, testing, and go-live. You'll be the single point of contact for your clients, managing every stage of delivery to ensure successful adoption of HSI's Donesafe solution. You won't be handing tasks to a delivery team - you'll be the one delivering the implementation, building strong client relationships, and ensuring every project runs on time and to scope. We're seeking an experienced Implementation professional who combines industry knowledge with technical proficiency and exceptional client engagement skills. The ideal candidate brings: Exceptional communication and presentation skills Strong analytical and configuration capabilities Passion for delivering outstanding customer experiences A proactive, solution-oriented mindset to anticipate challenges Adaptability and meticulous attention to detail What You'll Do Lead client onboarding sessions, guiding customers through the implementation journey and setting clear expectations. Run discovery workshops to gather and define customer requirements within the agreed scope. Own end-to-end delivery - manage your project plan in Rocketlane, keeping work on time, in scope, and within budget. Configure and document solutions in the HSI Donesafe platform, translating requirements into effective workflows and automations. Support data migration from legacy systems and ensure smooth integration. Deliver client training and create clear user documentation for administrators and end users. Test and validate configurations internally and with clients to meet quality and functional requirements. Lead go-live activities and coordinate a seamless handover to Support. Manage risks proactively, communicating and resolving issues early to keep projects on track. Close projects confidently, finalising deliverables and supporting the transition to Customer Success. Continuously improve by identifying opportunities to enhance implementation quality and customer experience. Collaborate occasionally with Product or APAC teams on technical discussions or complex projects (2-5 hours per week flexibility). 3+ years of experience delivering end-to-end software implementations within a SaaS environment. Background or familiarity with the EHS / Health & Safety industry is highly desirable. Proven experience configuring workflows, forms, and automations within software platforms or similar configuration-based systems. Excellent communication and presentation skills - able to lead workshops and explain technical details clearly to non-technical audiences. Proven ability to manage multiple implementation projects simultaneously while meeting deadlines and maintaining quality. A customer-first mindset, focused on creating a positive experience and measurable value for every client. Proactive and solution-oriented, with the judgement to make sound decisions and resolve challenges early. Adaptable and detail-focused, comfortable working in a fast-paced, evolving environment. Collaborative when needed - able to partner with Product or global teams - but confident working independently day to day. Degree in IT, Business, EHS, or related field (or equivalent hands-on experience). Working at HSI means joining a collaborative, forward-thinking organisation where your work makes a real impact. We offer: Competitive salary Remote-first flexibility - work from home within the UK, with occasional in-person team events. Annual leave and public holiday entitlement. Comprehensive health and wellbeing support Professional growth opportunities as we continue to expand across EMEA A high-trust culture that values autonomy, collaboration, and continuous improvement The chance to work with a passionate team building technology that improves safety and compliance worldwide

A leading technology firm is seeking a knowledgeable Customer Success Manager II to enhance customer relationships across the EMEA region. This role requires a proactive approach to ensure customers gain optimal value from services like Donesafe and HandsHQ. The ideal candidate has over 2 years of experience in customer-facing roles, strong communication skills, and familiarity with Salesforce. This position is based in London, UK, or Westport, Ireland, providing opportunities for professional growth and impactful customer engagement.

Overview We are looking for a Customer Success Manager II (EMEA) to build and maintain strong, trusted relationships with customers while actively managing their experience across HSI's full product suite: Donesafe, HandsHQ, and Skillko. This role supports customers across the EMEA region and can be located in London, UK or Westport, Ireland. The Customer Success Manager II plays a critical role in ensuring customers successfully adopt and optimize HSI solutions to achieve the highest possible return on investment (ROI). Success in this role requires deep product knowledge, strong communication skills, and the ability to engage effectively with stakeholders across a wide range of technical abilities and personality types. Responsibilities Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts. Work with customers to ensure they are leveraging our services effectively and finding value in our services. Become an expert in our services and educate customers on the use and benefits of our products. Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues. Successfully maintain strong working knowledge of contractual terms on named accounts. Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development. Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Renewal Rate of 100%+. Identify and close upsell and cross-sell opportunities. Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. Maintain a revenue base by managing account retention and renewal. Drive upsell revenue through increased product adoption and increased usage. Other duties as assigned. Competencies Communication - Possesses strong verbal, written, and presentation skills; able to engage effectively with customers at all levels, including executives. Confidence and Motivation - Displays high energy, self-motivation, and confidence while working both independently and as part of a team. Adaptability - Thrives in fast-paced environments, demonstrating a strong desire and ability to learn and grow. Multitasking - Manages multiple priorities and projects effectively without sacrificing quality or attention to detail. Technical Aptitude - Understands internet and web-based applications, with a willingness to learn new technologies. Product Knowledge - Able to quickly understand and clearly articulate HSI's products, services, and overall value proposition. Organization - Maintains strong organizational skills, attention to detail, and effective prioritization of tasks. Qualifications 2+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Sales or Account Management 2+ years of experience working under monthly, quarterly, or annual revenue quotas 2+ years of experience using Salesforce and Customer Success platforms is preferred Proven ability to build strong relationships and communicate effectively with senior and executive-level customer stakeholders Excellent phone, written, and verbal communication skills, with strong presentation abilities Solid understanding of internet technologies and web-based applications, with a willingness to learn new tools Proficiency in Microsoft Office applications Strong understanding of HSI's EMEA products (Donesafe, HandsHQ, Skillko), services, and overall value proposition, with the ability to clearly articulate them to customers Working knowledge of EHS and compliance management is preferred