Customer Success Manager

ASSA ABLOY•Austin, TX

1d•Remote

About The Position

SiteOwl is seeking a Customer Success Manager (CSM) who is passionate about building relationships and delivering exceptional customer experiences. This role is ideal for someone who thrives in fast-paced environments, enjoys diverse responsibilities, and is dedicated to helping customers succeed with both software platforms and physical security solutions. The CSM will manage a portfolio of customers, guiding them through onboarding, training end-users, and ensuring they maximize the value of SiteOwl. This role also involves acting as the voice of the customer internally, driving adoption, retention, and long-term satisfaction.

Requirements

College/University degree (preference for specialization in related curricula), or 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 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

Nice To Haves

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

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, acting as a trusted advisor to help customers achieve their goals.
Partner with Sales during the pre-sales process to support proof-of-concept (POC) evaluations, including configuring environments, demonstrating capabilities, and ensuring a smooth handoff.
Own the renewal process for assigned accounts, ensuring customers see value and are motivated to continue and expand their partnership.
Conduct regular customer reviews to assess performance, identify risks and opportunities, and align on strategic outcomes.
Actively use AI tools to scale the book of business, including drafting communications, preparing for reviews, synthesizing account data, and identifying risks.
Partner with Product, Sales, and Support teams to champion customer needs and provide feedback for continuous improvement.
Take initiative, drive own work, and contribute new ideas proactively.