What You'll Do
- Own the customer journey for a portfolio of strategic accounts across Europe, the Middle East, and Africa, focusing on adoption, satisfaction, and expansion.
- Partner with sales and channel teams to identify high-value customers and build strong, consultative relationships with end users.
- Design and implement success plans, track customer health metrics, and lead business reviews to ensure ongoing value delivery.
- Accelerate time-to-value by guiding onboarding, product usage, and ROI realization for clients using video and access control solutions.
- Collaborate with support, product, and marketing teams to escalate issues, share customer feedback, and align on feature priorities.
- Deliver training and best practices to customers at an operator level, improving product proficiency and engagement.
- Promote the value of customer success internally by educating regional teams on program impact and customer outcomes.
Requirements
- Minimum of 5 years in customer success or account management within a SaaS environment.
- Proven experience using Salesforce for customer tracking, reporting, and relationship management.
- Ability to analyze customer data, identify risks, and execute retention strategies independently.
- Strong communication and presentation skills with a focus on business value and measurable results.
Preferred Qualifications
- Familiarity with technology sales channels and B2B customer environments.
- Background in security systems, networking, or related infrastructure technologies.
- Experience with Gainsight or similar customer success platforms.
Benefits
- Remote-first position with flexible work expectations.
- Opportunity to collaborate in person with regional teams 2–3 times per month at designated office locations.
- Travel requirement under 10%, supporting work-life balance.
- Referral incentive program available.
- No relocation assistance provided.
