Job Description
A Senior Customer Success Manager responsible for guiding enterprise customers through onboarding, adoption, retention, and growth, while building strategic relationships, driving customer value, and developing processes to enhance customer success in a cloud video technology company.
Key Responsibilities
- Own the success of a dedicated customer portfolio through onboarding, adoption, retention, growth, and advocacy.
- Develop and execute data-driven account plans to identify risks, align with customer objectives, and deliver value.
- Conduct Quarterly Business Reviews with stakeholders to demonstrate value and align strategic goals.
- Collaborate with sales, partner success 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 and refine processes, playbooks, and tools to establish and scale the Customer Success practice.
- Perform account health reviews and implement proactive risk mitigation strategies to prevent churn.
- Strengthen customer relationships through strategic in-person engagement and on-site reviews.
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 and Gainsight, and Business Intelligence tools like PowerBI to manage workflows and track health.
- Willingness to travel up to 25% for in-person engagement, including on-site business reviews, industry events, and conferences.
- Ability to perform all other duties and responsibilities as necessary or assigned.
Benefits & Perks
Compensation/salary range: 90,000 - 120,000 USD annually, plus on target commission of 18,000 - 30,000 USD, totaling 108,000 - 150,000 USD
Work schedule: Flexible hybrid work schedule
Work environment perks: Casual dress code, jeans welcome, collaborative and fun culture, idea sharing encouraged
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; company-paid short-term and long-term disability, AD&D, and life insurance; paid maternity and paternity leave; 15 days paid vacation per year (increases after 3 years); 7 paid sick/wellness days per year; 9 paid holidays per year; educational assistance program; employee equipment program; free Alarm.com home security system
Ready to Apply?
Join Alarm.com and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More jobs at Alarm.com
Intern - International
Alarm.com
NEW
Tysons
Full Time
4h
Implementation Manager
Alarm.com
NEW
Liberty Lake
Full Time
4h
$90k-130k
Staff Software Engineer - AI Focus
Alarm.com
NEW
Tysons
Full Time
2d