Customer Success Manger
HybridMelville, New York, United States
Job Summary
Manage a portfolio of AlarmNet customers including central stations, dealers, and enterprise accounts by driving adoption, retention, and growth while serving as the primary point of contact for escalations. Lead Quarterly Business Reviews to validate system configuration, signaling alignment, and operational readiness through proactive risk mitigation and data-driven insights. Translate customer feedback into actionable product and process improvements while collaborating cross-functionally with Sales, Engineering, and Support teams to influence roadmap priorities. Ensure successful onboarding and go-live readiness across complex scenarios, contributing to scalable playbooks that enhance customer satisfaction and time-to-value.
Required Qualifications
- 5+ years of experience in Customer Success, Account Management, or a related field
- Proven experience managing enterprise or high-value customer relationships
- Strong communication skills with the ability to engage at the executive level
- Ability to balance strategic account management with operational awareness
- Experience working cross-functionally in a matrixed organization
Desired Qualifications
- Experience in the alarm/security industry, IoT platforms, or SaaS-based services
- Familiarity with customer success platforms (e.g., Gainsight)
- Experience with billing, account setup processes, or enterprise systems (e.g., SAP)
- Knowledge of monitoring, routing, or security service workflows
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