Customer Success Manager

Hakimo is transforming the physical security industry with AI-powered solutions. The Customer Success Manager (CSM) is responsible for managing customer relationships, focusing on expansion, retention, and churn save while collaborating with Account Executives.

Responsibilities:

• Proactive outreach: regular customer check-ins, QBRs, renewal conversations
• Inbound customer requests, including some support-adjacent issues
• Customer calls on Zoom and phone — multiple per day during heavy stretches
• Logging and maintaining expansion opportunities in Pipedrive
• Partnering with AEs on shared accounts: joint planning, renewal motions, expansion strategy, intel sharing
• Keeping customer records and account context current and accurate
• Internal meetings and cross-functional projects — product feedback, process improvements, playbook building
• Travel for onsite customer visits and trips to HQ (~10–15%)

Requirements:

• 3+ years in customer success, account management, or a customer-facing role at a B2B company (SaaS, hardware-software, or industrial tech preferred)
• Track record of hitting retention and expansion targets
• Experience working alongside AEs on shared accounts
• Startup mentality — comfort with ambiguity, willingness to build rather than inherit processes, and pace that doesn't ease up as the company grows
• Strong communication skills across different stakeholders — customers, engineers, security chiefs, IT professionals, and more
• Proactive approach, strong follow-through, default-to-action
• Bonus: physical security, IoT, or experience selling into ops, security, or facilities leaders