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Role Description

The Senior Customer Success Manager (CSM) owns the post-sale customer lifecycle — ensuring seamless onboarding, measurable product adoption, customer health visibility, and predictable renewals.

• Lead post-sale customer introductions and kickoff
• Create and maintain an onboarding tracker capturing:
  • Equipment shipping and delivery status
  • Internet connectivity validation
  • SE assignment and configuration completion
• Coordinate with Solutions Engineering to ensure configuration meets customer requirements
• Confirm deployment milestones and validate time-to-first-value
• Ensure successful onboarding sign-off
• Continuously monitor defined customer health metrics including:
  • Platform usage and login activity
  • Alert configuration and use case adoption
  • Support ticket trends
  • Feature requests and product feedback
• Proactively identify risks and escalate when needed
• Partner with SE, Support, and AE to resolve adoption gaps
• Maintain an active dashboard of owned accounts and status
• Conduct Quarterly Business Reviews (QBRs) on strategic accounts
• Mitigate churn risks through structured engagement plans
• Surface expansion signals including:
  • New site deployments
  • Additional use cases
  • Increased system utilization
• Partner with Account Executives on renewal and expansion strategy
• Act as the internal advocate for customer success and ensure alignment across teams

Qualifications

• 7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology
• Experience in security, AI, infrastructure, or data platforms
• Background supporting technical buyers (IT, security, engineering, operations)
• Experience with camera systems, IoT, networking, or cloud platforms
• Experience managing high-touch enterprise accounts
• Strong cross-functional coordination skills
• Ability to interpret product usage data and translate it into action
• Executive communication experience, including running QBRs
• Structured, process-driven mindset with attention to detail

Requirements

• Familiarity with APIs, integrations, or technical implementation workflows
• Experience building or improving customer success playbooks or onboarding frameworks

Benefits

• Competitive Pay: Strong base salary + uncapped commission
• Equity & Upside: Own a piece of what you're building
• Tools that Work for You: Top-tier tech and modern sales tools provided
• Remote-First Flexibility: Work from where you're most effective
• Health & Wellness: Comprehensive medical, dental, and vision coverage
• Time Off: 15 days PTO, paid holidays, and sick leave
• Financial: 401(k) with employer 4% match, equity in a fast-growing startup
• Remote-Friendly: Flexible hybrid/remote work arrangements depending on role
• Parental Leave: Paid parental leave for new parents
• Work Setup: Home $500 office stipend and top-tier equipment provided