Customer Success Manager

Description

The Customer Success Manager is responsible for strengthening customer relationships, improving account health, and driving growth within our existing customer base. This role leads the inside sales and customer outreach teams while identifying cross-selling, upselling, and lead-generation opportunities. The Customer Success Manager will also support customer onboarding, coordinate support and training needs, and manage and grow designated house accounts. Success requires a customer-first mindset, strong leadership and communication skills, and the ability to balance exceptional customer experiences with measurable business results.

Necessary Qualifications

• 2+ years of experience managing, supervising, or leading customer service, customer success, sales, or related teams.
• Demonstrated experience in customer service, customer success, account management, or a customer-facing role.
• Strong understanding of customer relationship management and the ability to build long-term relationships with B2B customers.
• Demonstrated ability to identify customer needs and translate those needs into solutions and business opportunities.
• Experience coaching, developing, and holding team members accountable for performance.
• Strong communication, interpersonal, and problem-solving skills.
• Highly organized and able to effectively manage competing priorities across customers, team members, and internal stakeholders.
• Comfortable working with performance metrics and using data to evaluate results and make decisions.
• Ability to balance a strong customer-first approach with measurable business and team objectives.
• Ability to remain calm and professional in pressure situations.

Preferred Qualifications

• Experience in the security industry, particularly working with security dealers, integrators, distributors, or other channel partners.
• Experience with inside sales, customer outreach, lead generation, or account expansion.
• Experience identifying and executing cross-selling and upselling opportunities.
• Experience developing Voice of Customer programs, customer health metrics, or customer satisfaction initiatives.

Typical Duties and Responsibilities

1. Lead, manage, coach, and develop the inside sales and customer outreach teams, including setting goals, monitoring performance, and providing ongoing feedback.
2. Establish and track customer account health, engagement, satisfaction, and Voice of Customer (VOC) metrics.
3. Build and maintain strong relationships with security dealers and integrators while proactively identifying and addressing customer needs.
4. Identify and execute cross-selling and upselling opportunities to grow existing customer relationships and business.
5. Develop leads and sales opportunities from existing customers and support inside sales initiatives.
6. Manage and grow designated house accounts through proactive engagement, relationship building, and identification of new business opportunities.
7. Support new customer onboarding and coordinate customer support, technical assistance, and training as needed.
8. Develop and improve customer outreach, account management, and inside sales processes to increase engagement and effectiveness.
9. Analyze customer and team performance data, identify trends and opportunities, and communicate results and recommendations to leadership.
10. Serve as a customer advocate while balancing customer needs with company objectives and measurable performance goals.
11. Observe company policies and continuously strive to identify processes that improve efficiency while maintaining conformance to requirements.
12. Complete additional projects as needed.

EOE/Disabled/Vet