Director, Customer Success

Director, Customer Success 

Who We Are

OpenEye delivers intelligent cloud video technology to help people live, work, and learn. Combining powerful cloud-managed video with AI-based video analytics, OpenEye Web Services (OWS) uncovers insights that strengthen security and improve operations. See the next opportunity to secure and scale smart environments and enhance experiences for businesses and organizations everywhere with an intelligent and aware cloud video platform. OpenEye’s solutions are available globally through a trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com. Learn more at www.openeye.net.

OpenEye is seeking a Director of Customer Success to join our growing team.

The Director of Customer Success will be a strategic visionary that will build and elevate our Customer Success department. This role is uniquely positioned to leverage insights from enterprise accounts to drive customer retention, enhance revenue growth, and embed customer success directly into our innovative products, creating an exceptional experience for all OpenEye customers. Reporting directly to the Vice President of Global Sales, this position is pivotal in transforming customer interactions into scalable, in-product support solutions. 

Role and Responsibilities

• Define and communicate a compelling vision and strategic direction for the Customer Success department, aligned with company objectives and dedicated to delivering world-class service. 

• Lead, grow, and empower a high-performing Customer Success team through hiring, continuous training, mentorship, and professional development. 

• Develop and implement scalable processes, robust frameworks, and impactful metrics to enhance customer engagement, satisfaction, and retention.

• Maintain continuous oversight of customer health, including the development of customer service KPI’s, strategically managing relationships to ensure consistent retention and revenue growth. 

• Develop deep partnerships with key clients and channel partners, fostering customer advocacy and loyalty. 

• Serve as a key liaison, proactively identifying and resolving customer issues through cross-functional collaboration with sales, product and sales engineering, ensuring solutions are scalable across OpenEye’s entire customer base. 

• Lead and Supervise OpenEye’s Partner Success Team and Initiatives.
• Collaborate with Marketing and Product teams to develop and implement targeted training programs and materials for channel partners to ensure they are knowledgeable about OpenEye solutions.

• Provide ongoing support and resources to channel partners to help them succeed in specific markets and verticals. 

• Implement and optimize training content delivery platforms, prioritizing impactful, accessible, and scalable educational resources embedded directly into OpenEye solutions. 
• Leverage training initiatives to enhance customer adoption, drive satisfaction, and maximize ROI, with a clear focus on scalability and product integration. 

Qualifications

• 10+ years in Customer Success, including 5 years in a leadership role. 

• Bachelor’s degree in Business, Technology, or related field; Master’s degree preferred. 

• Background in physical or cybersecurity sectors, with strong technical understanding. Experience in VSaaS strongly preferred.

• Proven capability to drive revenue, customer satisfaction, and retention at scale. 

• Outstanding interpersonal skills, adept at building trust and loyalty across diverse stakeholders. 

• Demonstrated success in creating scalable customer success processes, KPI’s and frameworks. 

• Inspirational leadership style, combining entrepreneurial drive with team empowerment and accountability. 

• Strong cross-functional collaboration skills with marketing, sales, sales engineering, and product, aligning departmental initiatives with broader organizational objectives. 

• Excellent verbal and written communication skills, capable of articulating complex strategies clearly to diverse audiences. 

 

The Perks! 

• The base pay range for this opportunity is $90,000 - $150,000 annually depending on experience. In addition, this position is eligible for an annual commission plan.
• Relocation package available for qualified applicants.
• Employees are eligible to purchase company stock at a discounted rate
• Collaborative, fun, creative culture where idea sharing is encouraged
• Casua