Customer Success Manager

Tactacam is seeking a Customer Success Manager to guide B2B and enterprise clients through post-sale setup, onboarding, and ongoing platform use. The role manages account health and retention, supports enterprise trials, identifies expansion opportunities, and resolves customer issues in collaboration with sales, support, and product teams.

Responsibilities:

• Onboard new clients and guide them through hardware setup, cellular connectivity, enterprise platform integration and navigation to ensure successful implementation
• Manage enterprise trial logistics, including unit provisioning, technical trial setup, and platform walkthroughs
• Conduct regular check-ins with B2B customers to track unit activity, assess progress, and discuss future monitoring needs
• Track account health metrics, monitor hardware usage trends, and regularly report outcomes to leadership
• Recognize client expansion triggers (such as adding sites or requiring more camera coverage) and connect customers with the sales team for account growth
• Oversee customer lifecycle management and identify practical areas for process optimization
• Lead training sessions, workshops, and product demonstrations for client site managers and operators
• Assist in developing customer success playbooks, setup guides, and onboarding resources
• Handle customer escalations directly and ensure technical or service issues are resolved effectively

Requirements:

• Bachelor's degree in Business, Marketing, or a related field
• 3+ years of experience as a Customer Success Manager, Account Manager, or Technical Support Lead in B2B hardware, IoT, commercial security, surveillance, construction site technology, or B2B SaaS environments
• Proven track record of managing customer onboarding, retention programs, enterprise level accounts, and pilot trial programs
• Strong ability to analyze usage data, unit activity metrics, and account trends to keep deployments healthy and identify growth opportunities
• Excellent communication, negotiation, and interpersonal skills, with the ability to resolve complex customer escalations and build practical, long term relationships with site managers and executives alike
• Exceptional organizational and time management skills, with a demonstrated ability to thrive in a fast paced, target driven environment managing multiple accounts simultaneously
• Practical problem solving skills with a proactive, solution oriented mindset
• Proficiency with CRM platforms (such as HubSpot or Salesforce) and customer success tools (such as Gainsight or ChurnZero)