Customer Success Manager

SiteOwl is a B2B SaaS platform for physical security integrators and enterprise security teams to manage the lifecycle of physical security systems. The Customer Success Manager will manage a customer portfolio, lead onboarding and training, drive adoption and retention, support sales evaluations, manage renewals, and advocate for customer needs internally.

Responsibilities:

• Lead onboarding sessions, train customers on platform features, and set them up for long-term success
• Build strong relationships across a portfolio of accounts. Be the trusted advisor, helping customers achieve their goals
• Partner with Sales during the pre-sales process to support proof-of-concept (POC) evaluations for prospective customers—helping configure environments, demonstrating platform capabilities, and ensuring a smooth handoff into onboarding once the deal closes
• Own the renewal process for your accounts—ensuring customers see value and are motivated to continue and expand their partnership with SiteOwl
• Conduct regular reviews to assess performance, identify risks and opportunities, and align on strategic outcomes
• Actively use AI tools to scale your book of business—from drafting customer communications and prepping for reviews to synthesizing account data and surfacing risks faster. We expect CSMs to use AI as a core part of how they work, not an afterthought
• Partner with Product, Sales, and Support to champion customer needs and provide feedback for continuous improvement
• Take initiative, drive your own work, and contribute new ideas—without waiting for micromanagement

Requirements:

• • College/University degree (preference for specialization in related curricula), or have work experience commensurate with, minimum high school/GED diploma
• • 3+ years in Customer Success, Account Management, or a similar customer-facing role
• • Background in software/SaaS
• • Proficiency in Microsoft Office tools
• • Excellent communication and relationship-building skills
• • A self-starter who thrives with autonomy and takes ownership
• • Strong organizational skills and comfort managing multiple accounts at once
• • Problem-solver with a proactive, can-do attitude
• • Comfortable adopting AI tools to boost efficiency and scale your impact across a book of business
• • A multi-tasker who can manage time and projects proficiently
• • Ability to perform responsibilities in a home office environment or while traveling
• • Ability to travel up to 25% and meet the requirements of business needs
• • Previous experience at a startup or small company is highly preferred
• • Familiarity with the physical security industry
• • Experience managing a book of business and owning the retention metrics that come with it (GRR, NRR, etc.)
• • Proficiency in tools like Zendesk, Zoho, or LMS platforms
• • Prior experience writing customer-facing documentation or training resources