Job Description
A Senior Customer Success Manager responsible for managing enterprise customer relationships, driving adoption and retention of cloud video solutions, and developing strategies to maximize customer value and satisfaction throughout the post-sale lifecycle.
Key Responsibilities
- Own the overall success of a dedicated customer portfolio throughout the post-sale lifecycle, including onboarding, adoption, retention, growth, embedding, and advocacy.
- Develop and execute data-driven account plans to identify risks, align with customer objectives, and deliver value and ROI.
- Conduct Quarterly Business Reviews with stakeholders to demonstrate value, share insights, and align on strategic goals.
- Collaborate with internal teams and channel partners to influence positive customer outcomes.
- Lead the Voice of the Customer program to gather feedback, generate insights, and cultivate customer advocates.
- Create, refine, and scale processes, playbooks, and tools to define and improve the Customer Success practice.
- Perform proactive account health reviews and implement risk mitigation strategies to prevent churn and protect revenue.
- Strengthen customer relationships through strategic in-person engagement, including on-site reviews and industry events.
Requirements
- Minimum of 5-7 years of experience in a Customer Success or Account Management role at a B2B technology company.
- Bachelor's degree strongly preferred; 2 years of additional related experience can be considered in lieu of a degree.
- Proven track record of owning the commercial success of an enterprise book of business, with a history of exceeding targets for Net Revenue Retention (NRR), adoption, and customer lifetime value.
- Exceptional ability to build relationships and navigate complex engagements with multiple stakeholders, from technical users to executive decision-makers.
- Experience conducting Quarterly Business Reviews (QBRs) and creating strategic account plans.
- Strong business acumen and the ability to articulate ROI and value to customers.
- Professional written and verbal communication skills.
- Experience in a company with both hardware and SaaS software components.
- Familiarity with Customer Success platforms such as Salesforce, Gainsight, and Business Intelligence tools like PowerBI to manage workflows and track health.
Benefits & Perks
Compensation/salary range: 90,000 - 120,000 USD annually, with on target commission of 18,000 - 30,000 USD, total target compensation 108,000 - 150,000 USD
Work schedule: 15 days of paid vacation per year (increases after year 3), 7 paid sick wellness days per year, 9 paid holidays per year
Work environment perks: Casual dress code, jeans welcome, free annual membership to Care.com, free access to Headspace app for employee and up to five friends and family, company-paid short-term and long-term disability, AD&D, and life insurance, pet insurance, home alarm system, educational assistance program, employee equipment program
Additional benefits: Medical, dental, vision, prescription benefits starting day 1, generous medical plan subsidy and health savings account with company contribution, up to 5,000 USD annual company match for 401k, Lifestyle Spending Account, paid maternity and paternity leave, free alarm.com home system, company stock purchase at discounted rate
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