Senior Customer Success Manager

Alarm.com•Liberty Lake, WA

10h•Hybrid

About The Position

OpenEye delivers intelligent cloud video technology to help people live, work, and learn. Combining powerful cloud-managed video with AI-based video analytics, OpenEye Web Services (OWS) uncovers insights that strengthen security and improve operations. See the next opportunity to secure and scale smart environments and enhance experiences for businesses and organizations everywhere with an intelligent and aware cloud video platform. OpenEye’s solutions are available globally through a trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com. Learn more at www.openeye.net. OpenEye is seeking a Senior Customer Success Manager to join our growing team. Are you passionate about helping enterprise customers achieve transformational business outcomes? We are looking for a trusted advisor who can not only drive customer value through strategic execution, but also make a tangible impact on our growing team. If this sounds like you, apply today! As a Senior Customer Success Manager, you will be a strategic leader at the heart of our customer relationships. You'll serve as a trusted advisor to our enterprise customers, guiding them from onboarding to advocacy. In our B2B2B ecosystem, you will masterfully navigate relationships with end-customers and our vital channel partners. This is a foundational role on a growing team; you won't just be managing accounts, you'll be actively building the processes, strategies, and culture of Customer Success at OpenEye.

Requirements

Minimum of 5-7+ years of experience in a Customer Success or Account Management role at a B2B technology company.
Bachelor’s degree strongly preferred. 2+ years of additional related experience can be considered in lieu of a degree.
Proven track record of owning the commercial success of an enterprise book of business, with a history of exceeding targets for Net Revenue Retention (NRR), adoption, and customer lifetime value.
Exceptional ability to build relationships and navigate complex engagements with multiple stakeholders, from technical users to executive decision-makers.
Experience conducting QBRs and creating strategic account plans.
Strong business acumen and the ability to articulate ROI and value to customers.
Professional written and verbal communication skills
Experience in a company with both hardware and SaaS/software components.
Familiarity with CS platforms (e.g., Salesforce, Gainsight) and BI tools (e.g., PowerBI) to manage workflows and track health.

Nice To Haves

Direct experience in the physical security, video surveillance, or related industries preferred.
Experience working within a channel sales or partner-driven (B2B2B) GTM model preferred.
Exposure to leveraging AI in a customer success context to support and enhance the customer experience preferred.

Responsibilities

Own the overall success for a dedicated book of business, ensuring we achieve mutually beneficial outcomes across every stage of the post-sale customer lifecycle: Onboard, Adopt, Retain, Grow, Embed, Advocate.
Develop and execute data-driven account plans that identify risks, map to customer objectives, and drive significant value and ROI.
Consult on and develop change management strategies to drive deep user adoption and help customers integrate OpenEye into their core business operations.
Conduct impactful Quarterly Business Reviews (QBRs) with key stakeholders, demonstrating value, sharing insights, and aligning on strategic goals.
Work in a shared ownership model, collaborating closely with Account Executives, Partner Success Teams, and Channel Partners to influence positive outcomes.
Lead the Voice of the Customer program for your portfolio, translating feedback into actionable insights and actively cultivating customer advocates for case studies, testimonials, and referrals.
Create, refine, and scale the playbooks, processes, and tools that will define our Customer Success practice.
Orchestrate comprehensive account health reviews, designing and executing proactive risk mitigation strategies to address churn signals and safeguard long-term revenue.
Strengthen key customer relationships through strategic in-person engagement, traveling up to 25% for on-site business reviews, industry events, and conferences as required.
Perform all other duties/responsibilities as necessary or assigned.

Benefits

Employees are eligible to purchase company stock at a discounted rate
Collaborative, fun, creative culture where idea sharing is encouraged
Casual dress (Jeans are welcome!)
Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
Up to $5,000 annual company match for 401k
Company paid short-term/long-term disability, AD&D and life insurance
Paid maternity and paternity leave
15 Days of Paid Vacation accrued per year (increases after year 3)
7 Paid Sick/Wellness days per year
9 Paid Holidays per year
This position is eligible for a flexible hybrid work schedule
Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
Employee Equipment Program – Free Alarm.com system for your home!