Customer Success Account Manager

Customer Success Account Manager

Department: Customer Success

Employment Type: Full Time

Location: Bethesda

Reporting To: Rodolfo Beltran

Compensation: $75,000 - $80,000 / year

Description

The Customer Success Account Manager (CSAM) is a pivotal role focused on maximizing customer value, driving retention, and identifying growth opportunities within a dedicated book of business. The CSAM acts as the primary post-sale contact, ensuring high customer satisfaction, deep product adoption, and alignment between the customer's strategic goals and Brivo's cutting-edge Access Control (ACS) and Video solutions. This role requires a blend of account management, strategic consulting, and commercial acumen to generate pipeline and increase recurring revenue.

Key Responsibilities

• Strategic Revenue Management: Strategically manage and execute initiatives to meet or exceed Recurring Monthly Revenue (RMR) and Net Revenue Retention (NRR) targets across a complex portfolio.
• Commercial Growth & Qualification: Proactively translate customer strategic goals and realized value into qualified commercial expansion opportunities (upsell/cross-sell).
• Strategic Partnership: Serve as the trusted strategic advisor and primary executive-level contact post-sale, ensuring long-term partnership with key customer executives.
• Customer Strategy & Planning: Lead quarterly Executive Business Reviews (EBRs) and strategic planning sessions to proactively align Brivo solutions with customer long-term strategic and financial objectives
• Maximize ROI & Value Realization: Ensure customers realize maximum quantifiable Return on Investment (ROI) by driving and measuring strategic, deep product adoption.
• Commercial Enablement: Partner with the Sales team to formally generate qualified pipeline and leverage deep account context to influence the successful closing of renewals and expansion opportunities.
• Voice of the Customer: Act as the voice of the customer internally, providing valuable feedback to Product Management, Engineering, and Marketing to inform future development and messaging.
• Communication: Execute a proactive, tailored engagement model (e.g., executive check-ins, strategic roadmap discussions) to maintain optimal account health and satisfaction.
• Expert-Level Product Knowledge: Maintain comprehensive, expert-level knowledge of the entire Brivo product suite to provide consultative and strategic guidance.

Skills, Knowledge & Expertise

• Minimum of 5-7 years of experience in a customer-facing role, such as Customer Success, Account Management, or Sales/Business Development, preferably within a SaaS or technology environment.
• Proven track record of consistently meeting or exceeding complex, high-value revenue and Net Revenue Retention (NRR) targets.
• Exceptional, executive-level communication, presentation, and negotiation skills required for C-suite engagement.
• Strong business acumen with the ability to understand customer challenges and articulate the financial and operational value of Brivo solutions.
• Demonstrated ability to manage a large, complex book of business effectively and autonomously.
• Expert cross-functional problem-solving and creative thinking skills to navigate complex organizational and technical challenges for customers.
• Direct experience with Physical Security, Access Control, or Video Surveillance technology is highly desirable.
• Familiarity with CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight).