Customer Success Account Manager
$75,000–$80,000 year
HybridBethesda, Maryland, United States
Job Summary
The Customer Success Account Manager (CSAM) acts as the primary post-sale contact for a dedicated book of business, driving retention and growth by aligning Brivo's Access Control and Video solutions with customer strategic goals. Responsibilities include strategic revenue management to meet RMR and NRR targets, identifying upsell/cross-sell opportunities, serving as the executive-level trusted advisor, leading quarterly Executive Business Reviews, maximizing ROI through deep product adoption, enabling the Sales team to generate pipeline and influence renewals/expansions, and capturing the voice of the customer to inform product and marketing. Requires expert-level product knowledge, proactive executive communications, and strong cross-functional collaboration to deliver measurable value.
Required Qualifications
- Minimum of 5-7 years of experience in a customer-facing role (Customer Success, Account Management, or Sales/Business Development)
- Proven track record of meeting/exceeding high-value revenue and Net Revenue Retention (NRR) targets
- Exceptional executive-level communication, presentation, and negotiation skills for C-suite engagement
- Strong business acumen with ability to articulate financial and operational value of Brivo solutions
- Demonstrated ability to manage a large, complex book of business autonomously
- Expert cross-functional problem-solving and creative thinking for complex challenges
- Direct experience with Physical Security, Access Control, or Video Surveillance technology is highly desirable
- Familiarity with CRM software (e.g., Salesforce) and CS platforms (e.g., Gainsight)
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