Customer Success Manager

Customer Success ManagerCustomer Success Manager (CSM) Location: Austin, TX (Remote) Full-time | Department: Customer SuccessAbout SiteOwl: SiteOwl is a B2B SaaS platform used by physical security integrators and enterprise security teams to manage the entire lifecycle of physical security systems—from initial design to installation, maintenance, and long-term asset tracking. SiteOwl was acquired by ASSA ABLOY in 2025. Customers upload digital floor plans, place devices like cameras or access control readers, and collaborate across teams through a unified system. The platform includes both desktop and mobile interfaces (including full offline functionality), powering operations in challenging real-world environments across healthcare, education, logistics, and more.About the Role: SiteOwl is looking for a Customer Success Manager (CSM) with a passion for building relationships and delivering exceptional customer experiences. If you thrive in fast-paced environments, enjoy wearing many hats, and love helping customers succeed with both software platforms and physical security solutions, this role is for you. As a CSM, you'll manage a portfolio of customers, leading their onboarding journey, training end users, and ensuring they get the most out of SiteOwl. You'll serve as the voice of the customer internally while driving adoption, retention, and long-term satisfaction.What You'll Do:Customer Onboarding & Training: Lead onboarding sessions, train customers on platform features, and set them up for long-term success.Customer Relationship Management: Build strong relationships across a portfolio of accounts. Be the trusted advisor, helping customers achieve their goals.Sales & POC Support: Partner with Sales during the pre-sales process to support proof-of-concept (POC) evaluations for prospective customers—helping configure environments, demonstrating platform capabilities, and ensuring a smooth handoff into onboarding once the deal closes.Renewal Management: Own the renewal process for your accounts—ensuring customers see value and are motivated to continue and expand their partnership with SiteOwl.Customer Reviews & Success Planning: Conduct regular reviews to assess performance, identify risks and opportunities, and align on strategic outcomes.Working with AI: Actively use AI tools to scale your book of business—from drafting customer communications and prepping for reviews to synthesizing account data and surfacing risks faster.Internal Collaboration: Partner with Product, Sales, and Support to champion customer needs and provide feedback for continuous improvement.Proactive Ownership: Take initiative, drive your own work, and contribute new ideas—without waiting for micromanagement.How You'll Be Measured:Customer Retention and Expansion: Your success will be tied to renewal rates (GRR), long-term customer retention across your book of business, and expansion in your book of business (NRR).Customer Satisfaction: You'll be evaluated on customer satisfaction metrics (e.g., CSAT, NPS) and your ability to build trusted relationships.What We're Looking For:Experience: College/University degree (preference for specialization in related curricula), or have work experience commensurate with, minimum high school/GED diploma3+ years in Customer Success, Account Management, or a similar customer-facing roleBackground in software/SaaSProficiency in Microsoft Office toolsPrevious experience at a startup or small company is highly preferredSkills & Mindset:Excellent communication and relationship-building skillsA self-starter who thrives with autonomy and takes ownershipStrong organizational skills and comfort managing multiple accounts at onceProblem-solver with a proactive, can-do attitudeComfortable adopting AI tools to boost efficiency and scale your impact across a book of businessA multi-tasker who can manage time and projects proficientlyAbility to perform responsibilities in a home office environment or while travelingAbility to travel up to 25% and meet the requirements of business needsBonus Points:Familiarity with the physical security industryExperience managing a book of business and owning the retention metrics that come with it (GRR, NRR, etc.)Proficiency in tools like Zendesk, Zoho, or LMS platformsPrior experience writing customer-facing documentation or training resourcesWhy SiteOwl? You'll be joining a growing team that values trust, innovation, and collaboration. We empower our team members with autonomy and the opportunity to make a big impact. If you're looking to do meaningful work with room to grow, we'd love to meet you.ASSA ABLOY offers a competitive compensation and benefits package, including bonus, a 401(k) plan, education assistance, company car, and an environment that reflects our commitment to our employees.The wage range for this role considers a broad scope of factors that are considered when making compensation decisions. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, training, licensure and certifications, business requirements, geographic location and other business and organizational needs. This salary range is a reasonable estimate for this position at the time of posting. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time.Working for ASSA ABLOY means that you will be part of a dynamic environment, developing innovative solutions to improve our customers' lives. As the global leader in door opening solutions, we are using the latest technologies to open doors to events, hospitals, education, homes, hotels, airports and businesses. Joining ASSA ABLOY means being part of a fast-moving company with many opportunities.ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/VeteranWe are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.