Senior Customer Success Manager at OpenEye

Liberty Lake, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Security Technology, Cloud Video, SaaSIndustries

Requirements

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 (incomplete in description)

Responsibilities

Own the overall success for a dedicated book of business, ensuring 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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementChange ManagementData-Driven StrategyROI AnalysisOnboardingCustomer Lifecycle ManagementB2B Relationship ManagementChannel Partner ManagementStrategic Planning

Questions & Answers

Common questions about this position

What are the main responsibilities of the Senior Customer Success Manager?

The role involves owning post-sale customer lifecycle success (Onboard, Adopt, Retain, Grow, Embed, Advocate), developing data-driven account plans, conducting QBRs, collaborating with teams, leading Voice of the Customer, creating playbooks, and performing account health reviews.

Is travel required for this position?

Yes, the role requires strategic in-person engagement with customers, traveling up to 25% for on-site business reviews.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of team and culture will I be joining?

This is a foundational role on a growing team where you'll actively build the processes, strategies, and culture of Customer Success at OpenEye.

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

A strong candidate is passionate about helping enterprise customers achieve transformational outcomes, acts as a trusted advisor, excels in strategic execution, navigating B2B2B relationships, and driving value through data-driven plans and change management.

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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