Customer Success Manager

Customer Success Manager

Noonlight combines advanced technology with real humans to protect and comfort people so they can live freely.  What began as an app focused on helping people walk safely from point A to point B, has since grown into a connected safety platform.  Noonlight enables modern and affordable 24/7 professional sensor monitoring, video monitoring, false alarm filtering, and data-rich emergency response via a suite of emergency APIs backing some of the smartest home, health, and lifestyle products in the IoT market and commercial security industry.

Furthering our vision of automatic safety, Noonlight recently became part of the Alarm.com family of companies.  Alarm.com is a publicly traded SaaS company with more than $800M in revenue in 2023.  More than 7.6 million home and business owners depend on Alarm.com solutions every day to make their properties safer, smarter, and more efficient.

We are looking for a Customer Success Manager who will help enable Noonlight’s customers to deliver amazing safety and security solutions to their users and exceed their business goals.

In this role, you will:

• Become an expert in verticals Noonlight supports (e.g. Commercial Security, Home Security, Personal Safety, Wellness). In addition to leveraging that knowledge to help our existing customers deliver more protection and comfort to their users, you’ll work with our sales team to help demonstrate Noonlight’s expertise to prospective customers within that vertical.
• Focus on key accounts, ensuring they receive the highest level of service and support, while identifying opportunities for revenue generation and growth.
• Develop and execute strategies to increase customer satisfaction, retention, and expansion within our key accounts, driving both customer success and revenue growth.

Who you are:

• Proactive Problem Solver: You take a proactive approach to helping our customers better solve the needs of their users, rather than waiting for them to contact us about a potential issue or improvement.
• Relationship Builder: You are a relationship builder, who delights our clients and skillfully navigates both fun and challenging value-driven communications.
• Effective Communicator: You are a great communicator, taking time to understand our customer’s business, the needs of their users, and then becoming an internal advocate to ensure we’re delivering the best possible solution(s).
• Strategic Contributor: You desire to work in an environment where your input is crucial to help shape our offerings and how we interact with existing and prospective customers.

Responsibilities:

• Customer Success Management: Ensure that customer success metrics are met, and that customers are achieving their desired outcomes and experiencing significant value from Noonlight’s solutions.
• Customer Goal Setting and Achievement: Work with customers to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.
• Strategic Advising: Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Insight Translation: Translate usage data into insights that can be leveraged by our customers to deliver more valuable solutions.
• Advocacy: Advocate customer needs and act as a voice of the customer across the organization and with product teams to influence the product roadmap.
• Account Management: Manage account escalations and skillfully apply what you have learned about the customer to navigate through challenges as a team.
• Sales Support: Apply the knowledge gained from working with existing customers toward helping our sales team communicate how Noonlight can solve the needs of prospective customers who are looking to solve a similar problem.
• Revenue Generation: Identify and capitalize on opportunities to drive revenue growth within key accounts.
• Communication: Maintain regular communication with key accounts to understand their needs, provide updates, and gather feedback to continuously improve our offerings.
• Perform other duties as assigned.

Requirements:

• 3+ years in a customer success or similar role
• Experience managing key accounts and driving revenue growth through customer success initiatives
• Comfortable with ambiguity, with a bias towards action
• Ability to work effectively in a fast-paced, entrepreneurial environment
• Experience supporting comple