Customer Success Manager

Job Description

Company Description Live Lion Security provides live, remote video monitoring services that help protect properties from break-ins, trespassing, and theft. The company installs and configures security cameras and horn systems, or integrates with existing camera setups, to ensure full coverage of each property. A dedicated monitoring team watches client sites from 7:00 p.m. to 7:00 a.m. on weekdays, 24/7 on weekends, and for special requested hours, coordinating directly with law enforcement when intrusions occur. The company serves a wide range of commercial clients, including builders, developers, and property management groups across the New York City metropolitan area and beyond.\n
Role Description This is a full-time, on-site Customer Success Manager role based in the New York City Metropolitan Area. The Customer Success Manager will serve as the primary point of contact for a portfolio of clients, ensuring they are fully supported from onboarding through ongoing service. Responsibilities include understanding client security needs, guiding them through system setup and best practices, and coordinating with internal teams to resolve issues quickly and effectively. The role involves monitoring customer health metrics, driving engagement and retention, proactively identifying risks, and recommending solutions to improve satisfaction. The Customer Success Manager will also gather client feedback, contribute to process improvements, and support upsell or expansion opportunities in collaboration with the sales and operations teams.\n
Qualifications
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• Candidates should possess strong customer service and customer satisfaction skills, with a focus on timely, professional, and solution-oriented communication.
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• Candidates should possess relationship building and customer retention skills, including the ability to manage multiple accounts and foster long-term partnerships.
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• Candidates should possess analytical skills to interpret customer data, identify trends, and propose actionable improvements.
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• Excellent verbal and written communication skills, including experience handling client meetings, check-ins, and presentations.
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• Proven experience in customer success, account management, or a similar client-facing role, ideally in security, technology, or related service industries.
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• Strong organizational and time management abilities, with comfort working in a fast-paced, operational environment.
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• Ability to collaborate effectively with cross-functional teams such as sales, operations, and technical support.
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• Familiarity with CRM tools or customer success platforms is preferred; proficiency in standard office and communication software is required.
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• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
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