Customer Success Manager

Position Overview

‍The Customer Success Manager (CSM) is responsible for driving customer retention, acceleratingonboarding, and expanding account value across their assigned Cloudastructure portfolio.

This role serves as the primary point of contact for an assigned portfolio of customers and coordinatesacross Operations, Support, Remote Guarding, Sales, and other internal teams to address customerneeds, maintain accurate account information, and provide a consistent customer experience.

The CSM leads customer onboarding and training, conducts account reviews, delivers performancereporting, monitors account health, and identifies opportunities to improve adoption and expand customerrelationships. This position requires strong communication, analytical, and organizational skills, along withthe ability to independently manage multiple customer relationships and priorities.

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KEY RESPOSIBILITIES

Customer Onboarding & Training

• Lead customer onboarding following system deployment and operational handoff.
• Coordinate onboarding activities, customer introductions, and account setup.
• Deliver training on platform functionality, system features, Remote Guarding services, and recommended practices.
• Configure customer alerts, monitoring requirements, and related account settings as appropriate.
• Ensure required customer, site, and operational information is documented accurately.
• Address onboarding questions and coordinate resolution of outstanding issues with the appropriate internal teams.

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Customer Relationship Management

• Serve as the primary point of contact for all post-deployment customer needs.
• Maintain regular customer communication through scheduled check-ins, monthly reviews, or quarterly business reviews based on account needs.
• Develop an understanding of each customer’s operations, objectives, security environment, and requirements.
• Proactively identify customer concerns, service issues, and potential account risks.
• Coordinate internal follow-up and maintain clear communication with customers through resolution.
• Maintain accurate customer contacts, site information, and account documentation.
• Coordinate customer-requested changes to monitoring, cameras, users, account settings, and other operational requirements.

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Data Analysis & Reporting

• Prepare and deliver monthly, quarterly, and ad hoc customer performance reports.
• Analyze customer activity, system performance, incident data, usage trends, and relevant operational metrics.
• Translate performance data into clear, actionable information for customers.
• Identify trends that indicate customer risk, service concerns, adoption opportunities, or areas for improvement.
• Maintain accurate reporting data and supporting documentation.

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Account Growth & Customer Health

• Monitor customer engagement, adoption, satisfaction, and overall account health.
• Identify opportunities to increase adoption of Cloudastructure products, services, and capabilities.
• Identify potential expansion opportunities and coordinate with Sales when follow-up is appropriate.
• Proactively address at-risk or underperforming accounts in partnership with appropriate internal stakeholders.
• Support customer retention by ensuring concerns are identified, communicated, and addressed promptly.

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Support Coordination

• Assist with customer-facing coordination for account-related and nontechnical service requests.
• Coordinate technical issues with Support and ensure customers receive timely updates through resolution.
• Monitor significant or recurring customer issues and escalate risks when appropriate.
• Maintain visibility into open customer issues that may affect account health or satisfaction.

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Process & Program Improvement

• Follow established customer onboarding, training, account-management, and reporting processes.
• Maintain and improve customer-facing documentation, training materials, templates, and workflows.
• Identify opportunities to improve customer experience, communication, reporting, and internal efficiency.
• Support customer engagement programs, surveys, outreach initiatives, and other Customer Success activities.
• Leverage technology, automation, and AI tools to improve efficiency, consistency, and quality.

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QUALIFICATIONS

Required

• Two or more years of experience in customer success, account management, client services, or a related customer-facing role.
• Demonstrated ability to independently manage a portfolio of customer accounts and competing priorities.
• Strong written and verbal communication skills with the ability to communicate effectively with customers, technical teams, and senior stakeholders.
• Strong analytical and critical-thinking skills.
• Proficiency with Excel or Google Sheets, including formulas, pivot tables, and data analysis.
• Experience using CRM, project-management, or customer-management systems.
• Strong organizational skills, attention to detail, and consistent follow-through.
• Ability to identify issues, coordinate across teams, and drive requests through resolution.
• Comfortable using AI tools and modern productivity technology to improve work quality and efficiency.
• Bachelor’s Degree Required
• CST or EST working hours

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Preferred

• Experience working with SaaS, cloud-based technology, or technology-enabled services.
• Experience with CRM platforms such as HubSpot or Salesforce.
• Experience preparing customer-facing reports, dashboards, or business reviews.
• Experience in physical security, video surveillance, property management, or a related industry.
• Experience improving or scaling customer-success processes and programs.

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ADITIONAL INFORMATION

Cloudastructure is an equal opportunity employer committed to providing an inclusive workplace.

This job description describes the general scope of the position and is not an exhaustive list ofresponsibilities. Duties, priorities, and reporting relationships may change based on business needs andat the discretion of management.

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