Director of Account Management & Customer Success

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.

Position Summary
As the Director of Account Management & Customer Success, you will be a key leader and revenue driver within Noonlight, responsible for building and leading a high-performing customer success team. This role is instrumental in shaping and executing our customer success strategy, driving customer satisfaction, retention, and growth. You will oversee strategic relationships with our most valuable customers, identifying opportunities to expand the usage of our solutions and advocating for customers' needs within Noonlight.

In this role, you will focus on building strong, strategic relationships that drive account growth and identify revenue-accretive opportunities. The ideal candidate is a results-oriented leader who combines a deep understanding of customer success with a passion for growing accounts, ensuring that our customer success strategy directly impacts Noonlight's revenue goals.

Key Responsibilities

• Strategic Account Planning: Develop and execute strategic account plans tailored to each customer’s goals, focusing on increasing product adoption, expanding usage, and uncovering new revenue streams. Work hand-in-hand with Sales to ensure a seamless customer journey from onboarding to renewal.
• Revenue Growth: Own and drive revenue growth within Noonlight’s existing customer base by identifying opportunities to expand service adoption and deepen product usage. Collaborate closely with customers to understand their evolving needs, positioning Noonlight’s solutions as essential to their success.
• Business Reviews & Customer Engagement: Conduct regular business reviews with customers, including at executive levels, to showcase ROI, discuss growth opportunities, and reinforce the strategic value of Noonlight's solutions. Engage regularly with key stakeholders at all levels to align on objectives and secure buy-in for new initiatives.
• Retention & Renewal: Champion customer retention strategies that maximize contract renewals and minimize churn. Develop long-term partnerships that result in increased customer lifetime value (CLV) and net revenue retention (NRR).
• Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering teams to align on revenue targets, product enhancements, and market opportunities. Advocate for customer needs internally to drive product innovation and improve customer experiences.
• Data-Driven Insights: Leverage customer data to identify trends, assess account health, and make proactive recommendations that drive revenue. Regularly report on key metrics related to revenue growth, customer satisfaction, and adoption/organic growth.
• Team Leadership: Build and lead a high-performing customer success team. Mentor team members on best practices for account management, strategic growth planning, and customer engagement.
• Program Development: Design and implement scalable customer success programs that drive revenue growth through deeper product adoption, customer education, and value realization strategies.
• Advocacy & Voice of the Customer: Act as the voice of the customer within Noonlight, advocating for product features and improvements that drive both customer success and account expansion.

What You Bring to the Team
At Noonlight, we’re passionate about creating a culture where innovation, collaboration, and a positive attitude thrive. As a growing startup, we believe every team member plays a critical role in shaping our future.

• Hands-on Leadership: Demonstrated willingness to engage in all aspects of customer success and account management, providing hands-on guidance to ensure team and customer success.
• Customer-Obsessed: Unwavering attention to custo