Senior Customer Success Manager

Senior Customer Success Manager

OpenEye delivers intelligent cloud video technology to help people live, work, and learn. Combining powerful cloud-managed video with AI-based video analytics, OpenEye Web Services (OWS) uncovers insights that strengthen security and improve operations. OpenEye is a subsidiary of Alarm.com.

OpenEye is seeking a Senior Customer Success Manager to join our growing team. Are you passionate about helping enterprise customers achieve transformational business outcomes? We are looking for a trusted advisor who can not only drive customer value through strategic execution, but also make a tangible impact on our growing team. If this sounds like you, apply today!

As a Senior Customer Success Manager, you will be a strategic leader at the heart of our customer relationships. You'll serve as a trusted advisor to our enterprise customers, guiding them from onboarding to advocacy. In our B2B2B ecosystem, you will masterfully navigate relationships with end-customers and our vital channel partners. This is a foundational role on a growing team; you won't just be managing accounts, you'll be actively building the processes, strategies, and culture of Customer Success at OpenEye.

Role and responsibilities include: owning the overall success for a dedicated book of business, ensuring we achieve mutually beneficial outcomes across every stage of the post-sale customer lifecycle; developing and executing data-driven account plans; consulting on and developing change management strategies; conducting impactful Quarterly Business Reviews; working in a shared ownership model; leading the Voice of the Customer program; creating, refining, and scaling playbooks, processes, and tools; orchestrating comprehensive account health reviews; strengthening key customer relationships through strategic in-person engagement; and performing all other duties/responsibilities as necessary or assigned.

Qualifications include: minimum of 5-7+ years of experience in a Customer Success or Account Management role at a B2B technology company; bachelor's degree strongly preferred; proven track record of owning the commercial success of an enterprise book of business; exceptional ability to build relationships and navigate complex engagements; experience conducting QBRs and creating strategic account plans; strong business acumen; professional written and verbal communication skills; experience in a company with both hardware and SaaS/software components; and familiarity with CS platforms and BI tools.

Preferred qualifications include: direct experience in the physical security, video surveillance, or related industries; experience working within a channel sales or partner-driven GTM model; and exposure to leveraging AI in a customer success context.

The perks include: competitive salary range; company stock purchase option; collaborative, fun, creative culture; casual dress; comprehensive medical, dental, vision & prescription benefits; 401k company match; company-paid insurance; lifestyle spending account; paid maternity and paternity leave; pet insurance; free annual membership to Care.com; free access to the Headspace app; paid vacation; paid sick/wellness days; paid holidays; educational assistance; and employee equipment program.