Customer Success / Implementations - Physical Security Software - $9Mm In Funding - Remote Role

Our staffing agency represents a privately held software company in the Physical Security industry that won the 2022 ESX Innovation Award in the Installation / Service Tools category at the Electronic Security Expo.

This 12-employee, Seed-stage company ($9 million in total funding), which is highly rated on G2 and Capterra, is seeking a Customer Success Manager to work on post-sales activities such as implementation, onboarding, training, account management, support, and renewals. You will work with 40 existing accounts that range from $5k to $100k ACV. This is a remote role that can be based in a major metro area, but Austin candidates are preferred.

Solution

Our client is a technology company transforming the way integrators and security directors build and maintain physical security systems.

Leveraging a suite of unique, cloud-based technology tools, it partners with both system integrators and end users to deploy and manage security systems at scale.

Role

* Individual contributor role, working from your home office (Austin is a preferred metro).

* $110k to $125k base, commensurate with experience, plus equity.

* Excellent benefits through TriNet; company pays 50% of your premiums.

* Experience working in the physical security industry is a must-have, either with a manufacturer, an integrator, or a software company

* You will be measured on customer satisfaction, adoption, usage growth, and client retention.

* 3+ years of experience in a client-facing, post-sales role (CSM, AM, post-sales engineer, etc.)

* You are a fast learner and like to teach others as well.

* Strong communication and interpersonal skills – you’re a great writer, speaker, and listener.

Culture

* Dynamic CEO was the founder of a leading physical security company, prior to a successful 8-figure exit in 2021.

* Head of Customer Success was recently hired after 7 successful years at her previous stop.

* Stellar marketing presence; website has videos, case studies, blog posts, other thought leadership.

* Named Product of the Year (Integrated Software and Solutions category) by Security Today.

Official

About the job

Fast growing VC-backed Austin startup looking for a driven Customer Success Manager to join our growing team in Austin. We are a leading and rapidly growing physical security lifecycle management platform that brings together enterprise security teams and their vendors to digitally manage their physical security infrastructure with complete visibility and confidence.

We're looking for a driven Customer Success Manager to join our growing team in Austin.

Highlights

• Work closely with Product Management and Sales to optimize the product roadmap
• Be an integral part of the Customer Success team and help grow the customer experience
• Work at a company that views Customer Success as a core to the business
• Create the future with an amazing team and amazing customers

What you'll do

Onboarding

• Build out best practice guides for customers
• Guide customers through self-service training and provide follow-up training sessions
• Assist with customer onboarding, training and management
• Lead successful customer on-boarding, guiding new customers to get maximum value from the product

Relationship Management

• Identify opportunities for customers to grow with the company
• Drive customer adoption by understanding their business needs and helping them succeed
• Maintain strong relationships with customers
• Assist in maintaining a high percentage customer retention rate
• Be an escalation point for support issues and help the support team on tickets

Build out internal processes

• Report out on customer metrics internally to keep everyone on the same page
• Help build out customer success programs both internally and externally
• Share important information, like new features and training courses, with customers
• Create content and best practices guides to help our customers get value faster
• Provide customer feedback to internal teams such as Product Management, Sales & Training

Success

• Our customers quickly and easily adopt our platform to achieve their business goals
• You are an active internal voice for our customers
• Achieve customer retention goals
• Customers eagerly recommend us and will partner with us for case studies

Who you are

• Fast learner who loves being challenged and wants to rapidly grow
• Comfortable in a fast-moving startup environment
• Systematic, organized and collaborative
• Exceptional communication, and strong customer engagement and management skills
• Ability to work autonomously with limited oversight and supervision
• Strong business skills
• 2+ years in the software industry, preferably SaaS
• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
• Excellent problem solver
• 3+ years in the security system or related low-voltage industry
• A passion for customers and helping them achieve their goals
• A high degree of empathy and active listening skills

Our Vision

SiteOwl is the industry hub that transforms how electronic security systems are planned, delivered and managed by enterprises and their vendors

About the Company

SiteOwl is a cloud-based solution that allows you to manage your entire electronic security infrastructure from a single, easy-to-use dashboard.

It will improve your issue reporting and response times, minimize your paperwork and, most importantly, it will free up your valuable time to focus on other priorities.