Senior Customer Success Manager

Senior Customer Success Manager

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 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!

Job Summary

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.

Role and 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Who You Are:

• A Strategic Influencer: You can command a room, build consensus, and influence outcomes even without direct authority.
• A Builder & Owner: You thrive in a "startup within a company" environment. You see ambiguity as an opportunity and are eager to contribute to building something new.
• Data-Driven: You blend qualitative customer conversations with quantitative data to make informed decisions and tell a compelling story.
• 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.

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

The Perks!

• The pay range for this opportunity is $90,000 - $120,000 annually. In addition, this position is eligible for on target commission between $18,000 - $30,000 annually. The total target compensation range for this position, including both base and commission is $108,000 - $150,000.
• 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!

About OpenEye:

OpenEye is a leading cloud video platform company delivering solutions for video security, business intelligence, and loss prevention. For over 20 years, we've been committed to creating easytouse, comprehensive video management systems backed by our signature Heroic Customer Service® and support.

Our onpremise and cloud products protect schools, hospitals, banks, retail stores, and other facilities worldwide, delivered through our trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com.

Learn more at www.openeye.net.

OpenEye is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected].