Customer Success Manager at OpenEye

Liberty Lake, Washington, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Security Technology, Cloud Video, SaaSIndustries

Requirements

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

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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementCustomer Health ScoresProduct Usage DataAI InsightsOnboardingCustomer RetentionBusiness ReviewsChannel Partner CoordinationScalable Communication

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

A minimum of 3+ years of experience in Customer Success, Implementation, or Account Management is required.

Is travel required in this position?

Occasional travel up to 10% is required.

What are the main responsibilities of the Customer Success Manager?

Responsibilities include managing a large portfolio of mid-market accounts using high-touch and tech-touch strategies, leveraging customer health data and AI insights for proactive risk mitigation, designing scalable adoption strategies, collaborating with Channel Sales teams, and acting as a trusted advisor.

What is the company culture like at OpenEye?

OpenEye is a growing team seeking energetic and organized problem-solvers who thrive on driving customer health and retention using data to deliver world-class experiences at scale.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates will have 3+ years in Customer Success or similar roles, excel at leveraging data and AI insights, manage large portfolios at scale, and collaborate effectively with channel partners.

OpenEye

Provides cloud-managed video security solutions

About OpenEye

OpenEye provides advanced video security solutions tailored for businesses, retail chains, and organizations needing effective security systems. Their offerings include both software and hardware that simplify video security management, helping clients enhance profitability through intelligent software that aids in loss prevention and business intelligence. OpenEye's cloud-managed video solutions allow clients to access and manage their security footage online, reducing the need for extensive on-site hardware and making installations more cost-effective. The company differentiates itself by forming strategic partnerships, such as with Interface Security Systems, to enhance remote video surveillance services. OpenEye aims to support its employees with growth opportunities and a structured performance review process, while focusing on delivering intelligent security solutions that improve safety and profitability for their clients.

Liberty Lake, WashingtonHeadquarters

1999Year Founded

EARLY_VCCompany Stage

Hardware, Enterprise Software, CybersecurityIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Hybrid Work Options

Stock Options

Company Equity

401(k) Retirement Plan

401(k) Company Match

Performance Bonus

Profit Sharing

Employee Stock Purchase Plan

Relocation Assistance

Employee Referral Bonus

Student Loan Assistance

Parental Leave

Family Planning Benefits

Fertility Treatment Support

Adoption Assistance

Childcare Support

Elder Care Support

Pet Insurance

Bereavement Leave

Professional Development Budget

Conference Attendance Budget

Training Programs

Tuition Reimbursement

Professional Certification Support

Mentorship Program

Wellness Program

Mental Health Support

Gym Membership

Commuter Benefits

Meal Benefits

Phone/Internet Stipend

Home Office Stipend

Legal Services

Employee Discounts

Company Social Events

Risks

Increased competition from AI-driven analytics companies threatens OpenEye's market share.

Expansion into international markets exposes OpenEye to geopolitical risks.

Reliance on cloud solutions poses data privacy and security risks.

Differentiation

OpenEye offers cloud-managed video solutions, reducing on-site hardware needs.

Their AI-based operational analytics provide new insights into business operations.

OpenEye's POS Connect integrates video with point-of-sale systems for enhanced retail insights.

Upsides

OpenEye's cloud cameras offer advanced analytics and onboard recording.

The global video surveillance market is expected to reach $86 billion by 2027.

OpenEye's expansion into international markets increases their global reach.

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