JENSEN HUGHES
SaaS / Digital Products - Customer Success Specialist
JENSEN HUGHES, Warwick, Rhode Island, us, 02888
SaaS / Digital Products - Customer Success Specialist
Warwick, Rhode Island, United States
Company Overview
Throughout our worldwide network of experts, clients and communities, we are renowned for our leadership in fire protection engineering - a legacy of responsibility we have proudly upheld since 1939. Today, our expertise extends broadly across closely related security and risk-based fields - from accessibility consulting and risk analysis to process safety, forensic investigations, security risk consulting, emergency management, digital innovation and more.
Our engineers and consultants collaborate to solve complex safety and security challenges, ensuring our clients can protect what matters most. For over 80 years, we have helped mitigate risks that threaten lives, property and reputations. Through technology, expertise and industry-leading research, we remain dedicated to our purpose of making our world safe, secure and resilient.
At Jensen Hughes, we believe that creating and sustaining a culture of trust, integrity and professional growth starts with putting our people first. Our employees are our greatest strength, and we value the unique perspectives and talents they bring to our organization.
Our wide range of Global Employee Networks connect people from across the organization, supporting career development and providing forums for individuals to share experiences on topics they're passionate about. Together, we are cultivating a connected culture where everyone has the opportunity to learn, grow and succeed together.
About Us
We're a leading AEC (Architecture, Engineering & Construction) consulting firm with a portfolio of innovative digital products. Some are built to streamline internal operations; others are SaaS tools designed for external clients in healthcare, industrial, and international markets. Our mission is to deliver practical, high-impact digital solutions that improve safety, efficiency, and resilience across critical infrastructure and emergency management sectors. As we scale, we're looking to strengthen the customer experience around these offerings.
Job Overview
Jensen Hughes is hiring a Customer Success Specialist (SaaS / Digital Products) to help onboard, support, and retain customers starting with one of our flagship digital products and expanding into others over time.
Responsibilities
This role will support a key SaaS product used across the healthcare, commercial, hospitality, institutional, industrial, and international sectors
You'll be the customer-facing lead for onboarding, training, guiding setup, engagement, feedback collection, and coordinating renewals
You'll also support business development efforts (demos, pricing input, operational estimates), communicating product feedback and new feature ideas, and Marketing (messaging and communication guidance)
Help shape product direction, and coordinate internal delivery support behind the scenes
You'll be part of our Digital group, working closely with Product Developers, Subject Matter Experts, Operations staff, and Business Development
Provide product support as Tier 1 for clients outside of Healthcare Emergency Management (HCEM), and Tier 2 for HCEM clients, coordinating with the dev team for complex issues¹
This is a new role in the organization ideal for someone who thrives in a hybrid role, combining customer-facing work with cross-functional collaboration and strategic input
Over time, this position may expand to support additional digital products
You'll join a collaborative, self-directed team that values initiative, transparency, and continuous improvement
For remote candidates, travel expectations are 5 days/month for onboarding period and then at least 1 week per quarter for collaboration in our CT or RI offices. For both remote and in-office candidates periodic travel may be required for client visits or internal collaboration.
Estimated time allocation: Customer Support (40%) - Operations Support (30%) - Business Development (20%) - Product/Marketing Strategy (10%)
Minimum Requirements:
U.S. citizenship (required due to project/client requirements)
3-5 years of experience in SaaS customer success, technical support, or account management
Preferred Qualifications
Bachelor's degree in applicable field is preferred
Strong communication and relationship-building skills across technical and non-technical audiences
Experience supporting clients in healthcare, commercial, hospitality, institutional, industrial, and international environments
Background in SaaS renewals, licensing, and customer lifecycle management
Prior experience working with operations or delivery teams in a professional services context
Comfortable participating in sales conversations and interfacing with enterprise stakeholders
Able to synthesize client feedback into product insights and help shape strategy
Proactive, self-motivated, and highly organized
#LI-KS1
Please note that the salary range provided is a good faith estimate for the position at the time of posting and not a guarantee of compensation. Final compensation may vary based on factors, including but not limited to, responsibilities of the job, education, experience, knowledge, skills, and abilities, geographic location, internal equity, alignment with market data.
Jensen Hughes offers a competitive total rewards package, which includes a 401(k) with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the positions."
National Pay Range
$61,400-$92,100USD
Jensen Hughes is an Equal Opportunity Employer. Qualified candidates will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
The security of your personal data is important to us. Jensen Hughes has implemented reasonable physical, technical, and administrative security standards to protect personal data from loss, misuse, alteration, or destruction. We protect your personal data against unauthorized access, use, or disclosure, using security technologies and procedures, such as encryption and limited access. Only authorized individuals may access your personal data for the purpose for which it was collected, and these individuals receive training about the importance of protecting personal data. Jensen Hughes is committed to compliance with all relevant data privacy laws in all areas where we do business, including, but not limited to, the GDPR and the CCPA. Additionally, our service providers are contractually bound to maintain the confidentiality of personal data and may not use the information for any unauthorized purpose.
*Policy on use of 3rd party recruiting agency for direct placements
Jensen Hughes will occasionally augment a recruiting search through agencies for certain positions when business conditions warrant. Jensen Hughes will not accept resumes, inquiries or proposals from recruiting agencies as an acceptable method to consider a candidate. 3rd party recruiting agencies must sign a standard Jensen Hughes agreement after being evaluated and accepted by a Human Resources or Talent Acquisition manager, or member of the talent acquisition team. Hiring managers and employees of Jensen Hughes are not authorized to accept resumes, engage in fee-based searches through recruiting firms or sign a search agreement. Please note this policy does not apply to "staffing firms" or firms that are involved with hiring temporary staff. Any recruiting agency interested in being considered may contact our recruiting team at jensenhughesrecruiting.com.
Create a Job Alert
Interested in building your career at Jensen Hughes? Get future opportunities sent straight to your email.
Warwick, Rhode Island, United States
Company Overview
Throughout our worldwide network of experts, clients and communities, we are renowned for our leadership in fire protection engineering - a legacy of responsibility we have proudly upheld since 1939. Today, our expertise extends broadly across closely related security and risk-based fields - from accessibility consulting and risk analysis to process safety, forensic investigations, security risk consulting, emergency management, digital innovation and more.
Our engineers and consultants collaborate to solve complex safety and security challenges, ensuring our clients can protect what matters most. For over 80 years, we have helped mitigate risks that threaten lives, property and reputations. Through technology, expertise and industry-leading research, we remain dedicated to our purpose of making our world safe, secure and resilient.
At Jensen Hughes, we believe that creating and sustaining a culture of trust, integrity and professional growth starts with putting our people first. Our employees are our greatest strength, and we value the unique perspectives and talents they bring to our organization.
Our wide range of Global Employee Networks connect people from across the organization, supporting career development and providing forums for individuals to share experiences on topics they're passionate about. Together, we are cultivating a connected culture where everyone has the opportunity to learn, grow and succeed together.
About Us
We're a leading AEC (Architecture, Engineering & Construction) consulting firm with a portfolio of innovative digital products. Some are built to streamline internal operations; others are SaaS tools designed for external clients in healthcare, industrial, and international markets. Our mission is to deliver practical, high-impact digital solutions that improve safety, efficiency, and resilience across critical infrastructure and emergency management sectors. As we scale, we're looking to strengthen the customer experience around these offerings.
Job Overview
Jensen Hughes is hiring a Customer Success Specialist (SaaS / Digital Products) to help onboard, support, and retain customers starting with one of our flagship digital products and expanding into others over time.
Responsibilities
This role will support a key SaaS product used across the healthcare, commercial, hospitality, institutional, industrial, and international sectors
You'll be the customer-facing lead for onboarding, training, guiding setup, engagement, feedback collection, and coordinating renewals
You'll also support business development efforts (demos, pricing input, operational estimates), communicating product feedback and new feature ideas, and Marketing (messaging and communication guidance)
Help shape product direction, and coordinate internal delivery support behind the scenes
You'll be part of our Digital group, working closely with Product Developers, Subject Matter Experts, Operations staff, and Business Development
Provide product support as Tier 1 for clients outside of Healthcare Emergency Management (HCEM), and Tier 2 for HCEM clients, coordinating with the dev team for complex issues¹
This is a new role in the organization ideal for someone who thrives in a hybrid role, combining customer-facing work with cross-functional collaboration and strategic input
Over time, this position may expand to support additional digital products
You'll join a collaborative, self-directed team that values initiative, transparency, and continuous improvement
For remote candidates, travel expectations are 5 days/month for onboarding period and then at least 1 week per quarter for collaboration in our CT or RI offices. For both remote and in-office candidates periodic travel may be required for client visits or internal collaboration.
Estimated time allocation: Customer Support (40%) - Operations Support (30%) - Business Development (20%) - Product/Marketing Strategy (10%)
Minimum Requirements:
U.S. citizenship (required due to project/client requirements)
3-5 years of experience in SaaS customer success, technical support, or account management
Preferred Qualifications
Bachelor's degree in applicable field is preferred
Strong communication and relationship-building skills across technical and non-technical audiences
Experience supporting clients in healthcare, commercial, hospitality, institutional, industrial, and international environments
Background in SaaS renewals, licensing, and customer lifecycle management
Prior experience working with operations or delivery teams in a professional services context
Comfortable participating in sales conversations and interfacing with enterprise stakeholders
Able to synthesize client feedback into product insights and help shape strategy
Proactive, self-motivated, and highly organized
#LI-KS1
Please note that the salary range provided is a good faith estimate for the position at the time of posting and not a guarantee of compensation. Final compensation may vary based on factors, including but not limited to, responsibilities of the job, education, experience, knowledge, skills, and abilities, geographic location, internal equity, alignment with market data.
Jensen Hughes offers a competitive total rewards package, which includes a 401(k) with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the positions."
National Pay Range
$61,400-$92,100USD
Jensen Hughes is an Equal Opportunity Employer. Qualified candidates will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
The security of your personal data is important to us. Jensen Hughes has implemented reasonable physical, technical, and administrative security standards to protect personal data from loss, misuse, alteration, or destruction. We protect your personal data against unauthorized access, use, or disclosure, using security technologies and procedures, such as encryption and limited access. Only authorized individuals may access your personal data for the purpose for which it was collected, and these individuals receive training about the importance of protecting personal data. Jensen Hughes is committed to compliance with all relevant data privacy laws in all areas where we do business, including, but not limited to, the GDPR and the CCPA. Additionally, our service providers are contractually bound to maintain the confidentiality of personal data and may not use the information for any unauthorized purpose.
*Policy on use of 3rd party recruiting agency for direct placements
Jensen Hughes will occasionally augment a recruiting search through agencies for certain positions when business conditions warrant. Jensen Hughes will not accept resumes, inquiries or proposals from recruiting agencies as an acceptable method to consider a candidate. 3rd party recruiting agencies must sign a standard Jensen Hughes agreement after being evaluated and accepted by a Human Resources or Talent Acquisition manager, or member of the talent acquisition team. Hiring managers and employees of Jensen Hughes are not authorized to accept resumes, engage in fee-based searches through recruiting firms or sign a search agreement. Please note this policy does not apply to "staffing firms" or firms that are involved with hiring temporary staff. Any recruiting agency interested in being considered may contact our recruiting team at jensenhughesrecruiting.com.
Create a Job Alert
Interested in building your career at Jensen Hughes? Get future opportunities sent straight to your email.