Customer Success Manager
Core
Manage a portfolio of established customers in the restaurant, retail, and service industries to maximize value from an AI-powered video security platform.
Role type
Senior Customer Success Manager
Builds
Customer retention, product adoption, and account growth within a SaaS environment
Domain
SaaS / Video Security / AI
Required skills
Customer success principles, portfolio management, onboarding, relationship management, retention strategies, account growth, data analysis, stakeholder collaboration, problem-solving, project ownership
Preferred skills
Video surveillance technology experience, hospitality/retail industry experience, French/Spanish fluency
Technologies
AI-powered video security platforms, CRM tools, customer engagement data systems
Responsibilities
Manage customer portfolio with monthly check-ins and tailored communication; Monitor health indicators and usage data to prioritize outreach; Facilitate onboarding and handovers with Sales; Drive product adoption and feature utilization; Identify retention risks and prevent churn; Identify expansion opportunities; Manage escalations with internal teams; Develop scalable success initiatives and educational resources.
Seniority
Mid-Senior, hands-on IC