Lead post-sale customer introductions and kickoff
Create and maintain an onboarding tracker capturing: equipment shipping and delivery status, internet connectivity validation, SE assignment and configuration completion
Coordinate with Solutions Engineering to ensure configuration meets customer requirements
Confirm deployment milestones and validate time-to-first-value
Ensure successful onboarding sign-off
Continuously monitor defined customer health metrics including: platform usage and login activity, alert configuration and use case adoption, support ticket trends, feature requests and product feedback
Proactively identify risks and escalate when needed
Partner with SE, Support, and AE to resolve adoption gaps
Maintain an active dashboard of owned accounts and status
Conduct Quarterly Business Reviews (QBRs) on strategic accounts
Mitigate churn risks through structured engagement plans
Surface expansion signals including new site deployments, additional use cases, increased system utilization
Partner with Account Executives on renewal and expansion strategy
Solutions Engineering: Technical implementation and advanced configuration
Support: Issue resolution and ticket trends
Account Executives: Commercial expansion and contract ownership

7+ years in technical Customer Success, Account Management, or similar post-sale roles in SaaS or enterprise technology
Experience in security, AI, infrastructure, or data platforms
Background supporting technical buyers (IT, security, engineering, operations)
Experience with camera systems, IoT, networking, or cloud platforms
Experience managing high-touch enterprise accounts
Strong cross-functional coordination skills
Ability to interpret product usage data and translate it into action
Executive communication experience, including running QBRs
Structured, process-driven mindset with attention to detail

Senior Customer Success Manager

Key skills