Customer Success Manager

Description

REPORTS TO: SVP, Customer Success

EyeQ Monitoring is a rapidly growing, technology-enabled security and business intelligence company transforming how businesses protect their people, property, and operations. Through a combination of live video monitoring, proactive intervention, and intelligent technology, EyeQ helps customers prevent incidents before they escalate while delivering a higher standard of service, insight, and partnership.

The Customer Success Manager (CSM) plays a key role in owning the post-go-live customer relationship and ensuring customers achieve the intended value of their investment over time. This role is responsible for driving ongoing customer engagement, success planning, protection optimization, use-case adoption, and renewal readiness across assigned accounts.

You’ll serve as a strategic partner and day-to-day relationship owner for customers while working cross-functionally with Customer Support, Security Operations, Onboarding, Technical Services, Field Services, Project Management, and Sales. This role is equal parts relationship management, operational coordination, and value storytelling—requiring someone who can build trust, lead proactive conversations, identify risk, and translate service activity into a clear narrative around customer outcomes and long-term success.

 At EyeQ Monitoring, our culture is built on four core values that guide how we work, hire, and grow: 

• Trusted Partnerships – We build relationships that last through transparency, reliability, and care
• Build to Last – We create scalable, sustainable solutions that stand the test of time
• Take the Hill – We move with urgency, grit, and accountability to win together
• Enjoy the Journey – We celebrate progress, have fun, and bring energy to everything we do

Responsibilities

• Own the post-go-live customer relationship and success plan, including onboarding transition, persona validation, success criteria alignment, and engagement cadence
• Drive proactive customer communications and business reviews, including regular touchpoints, QBRs/EBRs, and proactive updates on risks or key service events
• Manage ongoing site protection design optimization through audits, recommendations, and coordination of updates to rules, zones, threat levels, and escalation paths
• Coordinate re-onboarding, training, and adoption efforts to address turnover, process changes, or underutilization
• Monitor support experience and assist with escalations by tracking trends, partnering with internal teams, and ensuring clear customer communication
• Translate service activity into customer value by turning operational data and engagement into clear, outcome-driven narratives
• Lead renewal readiness, retention risk management, and expansion identification through strong documentation, planning, and customer alignment

Requirements

•  Bachelor’s degree or equivalent practical experience
• 3–7+ years in Customer Success, Account Management, Client Services, Operations, or similar customer-facing role
•  Experience managing ongoing customer relationships in a technology-enabled service, SaaS, security, or monitoring environment
• Strong communication skills, including executive-facing verbal and written communication
• Demonstrated ability to coordinate across cross-functional teams and drive action without direct authority
• Experience leading business reviews, success planning, or renewal preparation
• Ability to interpret operational data and translate it into customer-friendly insights and recommendations
• Strong organizational skills with the ability to manage multiple accounts and priorities

Preferred Qualifications

• Experience in physical security, remote monitoring, SaaS, or managed services environments
• Familiarity with full customer lifecycle management from implementation through renewal
• Experience working with technical, operations, and support teams in a complex environment
• Comfort using CRM systems, support tools, and structured playbooks
• Experience supporting multi-site customers and multiple stakeholder personas