Customer Success Manager
Core
Guide B2B and enterprise clients through post-sale setup, unit activation, and platform orientation for outdoor security cameras.
Role type
Senior Customer Success Manager (B2B Hardware/IoT)
Builds
DEFEND outdoor security camera deployments and enterprise platform usage
Domain
Commercial security, surveillance, IoT, construction site technology
Required skills
B2B account management, hardware onboarding, retention management, usage data analysis, CRM proficiency, cross-functional collaboration, technical troubleshooting, stakeholder management, process optimization, training delivery
Preferred skills
Experience in commercial security or surveillance, familiarity with IoT ecosystems, ability to identify expansion opportunities
Technologies
HubSpot, Salesforce, Gainsight, ChurnZero, cellular networks, enterprise platforms
Responsibilities
Onboard new clients and guide them through hardware setup and platform integration. Manage enterprise trial logistics including unit provisioning and technical setup. Conduct regular check-ins to track unit activity and assess progress. Track account health metrics and monitor hardware usage trends. Recognize client expansion triggers and connect customers with the sales team. Handle customer escalations and resolve technical or service issues. Lead training sessions and product demonstrations for client site managers.
Seniority
Mid-Senior, hands-on IC