Job Specifications
Who We Are
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 Customer Success Manager to join our growing team.
Do you thrive on being a key driver of customer health and retention? We're looking for an energetic and organized problem-solver who can masterfully leverage data to deliver a world-class experience at scale. Apply today to join our growing team!
Job Summary
As a Customer Success Manager, you will be the strategic engine driving success across our mid-market customer segment. You will manage a large portfolio of accounts where success depends on your ability to work smart and at scale. Your mission is to leverage customer health data, AI-driven insights, and scalable communication strategies to prioritize your efforts and deliver maximum impact. You will deliver high-impact touchpoints and business reviews strategically, often coordinating with our vital channel partners and their sales teams to ensure a unified and effective customer experience.
Role And Responsibilities
Manage the success and health of a large portfolio of mid-market accounts, utilizing a blend of high-touch and tech-touch strategies to ensure we achieve mutually beneficial outcomes across every stage of the post-sale customer lifecycle: Onboard, Adopt, Retain, Grow, Embed, Advocate.
Leverage customer health scores, product usage data and AI-powered signals to execute proactive risk mitigation playbooks, prioritizing engagements to address churn signals and secure renewals.
Design and deliver scalable adoption strategies—such as targeted email campaigns, webinars, and best practice guides—to help customers effectively manage change and realize value across a large portfolio.
Collaborate closely with our Channel Sales team and our partners to align on customer goals, coordinate outreach, and drive engagement within shared accounts.
Serve as a key point of contact for your accounts, building strong relationships and establishing yourself as a trusted advisor through strategic, data-informed interactions.
Act as the voice of the customer at scale, synthesizing feedback and trends while identifying potential customer advocates for case studies and marketing opportunities.
Occasional travel up to 10%.
Perform all other duties/responsibilities as necessary or assigned.
Qualifications
Minimum of 3+ years of experience in a Customer Success, Implementation, or Account Management role at a B2B technology or SaaS company.
Bachelor’s degree strongly preferred. 2+ years of additional related experience can be considered in lieu of a degree.
Demonstrated experience protecting the commercial health of a large book of business using data-driven prioritization and scalable engagement tactics with a history of meeting targets for Gross Revenue Retention (GRR), adoption, and identifying expansion opportunities.
Experience in a company with both hardware and SaaS/software components.
Strong analytical skills with the ability to interpret data and translate it into an actionable strategy.
Familiarity with CS platforms (e.g., Salesforce, Gainsight) and BI tools (e.g., PowerBI) to manage workflows and track health.
Excellent communication skills, with proven experience leading effective virtual meetings and creating clear, concise written communications.
Preferred Qualifications
Direct experience in the physical security, video surveillance, or related industries.
Experience working within a channel sales or partner-driven (B2B2B) GTM model.
Exposure to leveraging AI in a customer success context to support and enhance the customer experience.
Who You Are:
A Master of Scalable Impact: You excel with a 'one-to-many' mindset, finding clever ways to deliver value to a large portfolio without sacrificing quality.
Data-Driven and Tech-Savvy: You are comfortable using data and AI tools not just to report on the past, but to predict the future and decide where to act next.
A Collaborative Partner: You understand that success in a channel environment means working through partners, not around them, and you thrive on that shared ownership.
A HEROIC Teammate: You embody our values: showing Heroic customer service, championing Ease by making value clear and simple to achieve, taking Responsibility, seeking Opportunities for growth, demonstrating Integrity, and driving Continual improvement.
The Perks!
The pay range for this opportunity is $80,000 - $95,000 annually. In addition