Customer Success Manager

About Us:
At PointCentral, we provide innovative Smart Home solutions designed for vacation rental and residential property managers. Our platform enables users to remotely control energy, access, and property insights, helping them reduce expenses, eliminate traditional keys, and make data-driven decisions.

As a subsidiary of Alarm.com, we combine the agility and innovation of a startup with the resources and stability of a well-established public company.  Our team is dedicated to empowering our clients with cutting-edge software and hardware solutions while fostering authentic connections with customers.

We are a team of passionate professionals who thrive on helping clients achieve their business goals. Guided by our core values—curiosity, collaboration, integrity, and a customer-first mindset—we celebrate successes big and small. Diversity of backgrounds, ideas, and perspectives makes our team stronger, and we are united by a shared love for our customers and their success.

About You:

• You are an experienced account manager who excels at building strong, trust-based relationships with clients while delivering measurable results.
• You thrive in environments where you can identify and act on growth opportunities, manage complex customer needs, and drive revenue growth through strategic engagement.
• You are a proactive communicator, skilled at understanding clients’ business goals and advocating for their needs internally.
• You have a passion for helping clients maximize the value of their investment, using insights, data, and technology to make their experience seamless and successful.
• You enjoy navigating challenges, solving problems, and delivering value-driven solutions that align with both the client’s goals and the company’s revenue objectives.

Key Responsibilities:

• Customer Partnership: Serve as the primary point of contact for assigned clients, managing the full customer lifecycle from onboarding and training to retention and expansion.
• Strategic Relationship Management: Establish and maintain trusted advisor relationships with clients, understanding their unique goals and aligning our solutions to drive measurable outcomes.
• Revenue Growth: Identify and actively pursue upsell, cross-sell, and referral opportunities within your account base to expand client adoption of PointCentral’s solutions, contributing to revenue growth.
• Risk Mitigation: Proactively identify churn risks and develop tailored plans to address them, ensuring client satisfaction and long-term retention.
• Account Insights: Conduct regular business reviews, including executive-level and operational team meetings, to assess progress, share insights, and reinforce the value of our partnership.
• Cross-Functional Collaboration: Partner with internal teams to advocate for customer needs, address escalations, and deliver exceptional support, ensuring alignment with customer and company objectives.
• Data-Driven Engagement: Leverage data to monitor customer health, measure success criteria, and provide actionable insights that enhance the customer experience.
• Customer Enablement: Deliver training and best practices to empower clients to fully leverage PointCentral’s platform, driving user adoption and operational efficiencies.

What You’ll Bring:

• Experience: 5+ years in customer success, account management, or client engagement roles, ideally with a software-as-a-service (SaaS) product.
• Strategic Mindset: A proven ability to manage complex customer relationships, mitigate churn, and drive account growth through proactive strategies.
• Technical Acumen: 3+ years of experience implementing and supporting software solutions for users of varying skill levels.
• CRM and Customer Engagement Platform Experience: Familiarity with Salesforce and Outreach preferred.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Analytical Abilities: Proficiency in analyzing customer data to drive decisions and improve engagement.

WHY WORK FOR POINTCENTRAL?

• Collaborate with outstanding people: We hire only the best. Our standards are high, and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the PointCentral team!
• Gain well rounded experience: PointCentral offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Work wit