Customer Success & Account Manager

Job Description

Help Customers Get More From Their Access Control Investment

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We’re a growing technology company delivering smartphone-based Access Control and Visitor Management solutions. As a Customer Success & Account Manager , you’ll be responsible for building strong customer relationships and making sure our customers have a great experience from the moment they purchase through onboarding, ongoing use, and renewal.

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This role is ideal for someone who enjoys working directly with customers, staying organized, solving problems, and making sure things get done. You’ll serve as a trusted point of contact for customers while working closely with our technical support and operations teams to make sure customers get the help they need.

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Customer Onboarding & Success

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• Own the customer onboarding experience from account setup through successful implementation.
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• Coordinate kickoff calls, implementation activities, training, and follow-up.
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• Conduct customer and partner training and product walkthroughs.
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• Ensure customers understand how to use our platform, apps, and products.
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• Proactively follow up with customers to ensure successful adoption.
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• Conduct periodic customer check-ins and identify opportunities to improve the customer experience.
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• Maintain strong relationships with customers and become a trusted resource for their account.
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Account Management & Retention

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• Serve as the primary point of contact for general customer and account-related questions.
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• Communicate with customers regarding upcoming renewals.
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• Maintain accurate account information, contacts, renewal dates, and customer activity in Salesforce.
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• Identify opportunities for additional products, services, or devices and coordinate with Sales as appropriate.
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• Help resolve customer concerns by coordinating internally with Technical Support, Sales, and Operations.
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Customer Orders & Administration

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• Assist customers with Smartkey, Fob, and other product requests.
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• Prepare and manage quotes and opportunities as appropriate.
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• Coordinate customer orders and shipment-related communications.
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• Assist with account updates and changes.
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• Ensure customer requests are documented and followed through to completion.
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Customer Support & Team Collaboration

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• Monitor incoming customer requests through our shared customer support system.
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• Provide a timely first response to customer questions, regardless of whether they are ultimately technical or account-related.
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• Work collaboratively with Technical Support when a customer issue requires additional technical expertise.
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• Maintain ownership of the customer relationship even when another team member is resolving the technical issue.
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• Ensure customers receive clear communication and know what to expect throughout the resolution process.
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What We’re Looking For

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You don’t need to be a technology expert—but you do need to be customer-focused, organized, resourceful, and comfortable learning technology .

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You’ll thrive in this role if you:

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• Enjoy building relationships and helping customers succeed.
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• Communicate clearly, professionally, and empathetically.
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• Are highly organized and able to manage multiple customers and priorities.
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• Take ownership of issues and follow through until they are resolved.
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• Are comfortable leading customer calls and training sessions.
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• Learn new systems and technology quickly.
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• Can explain technology in a way that is easy for customers to understand.
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• Are comfortable using CRM and ticketing systems.
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• Look for ways to improve processes rather than simply following them.
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Key Success Metrics

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• Customer satisfaction and retention
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• Successful and timely customer onboarding
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• Renewal rate
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• Customer engagement and adoption
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• Timely response to customer requests
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• Accurate Salesforce records
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• Follow-through and completion of customer commitments
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Requirements

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• 2+ years of experience in customer success, account management, customer service, or a similar role
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• Excellent written and verbal communication skills
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• Strong organizational skills and attention to detail
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• Comfortable learning and explaining technology products
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• Experience with Salesforce or a similar CRM preferred
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• Experience with SaaS, technology, property management, or access control is a plus
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• Self-starter mindset with a strong desire to learn and grow
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