Customer Success Manager (CSM)

Location: Austin, TX (Remote)

Full-time | Department: Customer Success

About the Role:

SiteOwl is looking for a Customer Success Manager (CSM) with a passion for building relationships and delivering exceptional customer experiences. If you thrive in fast-paced environments, enjoy wearing many hats, and love helping customers succeed with both software platforms and physical security solutions, this role is for you.

As a CSM, you'll manage a portfolio of customers, leading their onboarding journey, training end users, and ensuring they get the most out of SiteOwl. You'll serve as the voice of the customer internally while driving adoption, retention, and long-term satisfaction.

What You'll Do:

• Customer Onboarding & Training: Lead onboarding sessions, train customers on platform features, and set them up for long-term success.
• Customer Relationship Management: Build strong relationships across a portfolio of accounts. Be the trusted advisor, helping customers achieve their goals.
• Sales & POC Support: Partner with Sales during the pre-sales process to support proof-of-concept (POC) evaluations for prospective customers-helping configure environments, demonstrating platform capabilities, and ensuring a smooth handoff into onboarding once the deal closes.
• Renewal Management: Own the renewal process for your accounts-ensuring customers see value and are motivated to continue and expand their partnership with SiteOwl.
• Customer Reviews & Success Planning: Conduct regular reviews to assess performance, identify risks and opportunities, and align on strategic outcomes.
• Working with AI: Actively use AI tools to scale your book of business-from drafting customer communications and prepping for reviews to synthesizing account data and surfacing risks faster. We expect CSMs to use AI as a core part of how they work, not an afterthought.
• Internal Collaboration: Partner with Product, Sales, and Support to champion customer needs and provide feedback for continuous improvement.
• Proactive Ownership: Take initiative, drive your own work, and contribute new ideas-without waiting for micromanagement.

How You'll Be Measured:

• Customer Retention and Expansion: Your success will be tied to renewal rates (GRR), long-term customer retention across your book of business, and expansion in your book of business (NRR).
• Customer Satisfaction: You'll be evaluated on customer satisfaction metrics (e.g., CSAT, NPS) and your ability to build trusted relationships.

What We're Looking For:

Experience:

• • College/University degree (preference for specialization in related curricula), or have work experience commensurate with, minimum high school/GED diploma
  • 3+ years in Customer Success, Account Management, or a similar customer-facing role
  • Background in software/SaaS
  • Proficiency in Microsoft Office tools
  • Previous experience at a startup or small company is highly preferred

Skills & Mindset:

• • Excellent communication and relationship-building skills
  • A self-starter who thrives with autonomy and takes ownership
  • Strong organizational skills and comfort managing multiple accounts at once
  • Problem-solver with a proactive, can-do attitude
  • Comfortable adopting AI tools to boost efficiency and scale your impact across a book of business
  • A multi-tasker who can manage time and projects proficiently
  • Ability to perform responsibilities in a home office environment or while traveling
  • Ability to travel up to 25% and meet the requirements of business needs

Bonus Points:

• Familiarity with the physical security industry
• Experience managing a book of business and owning the retention metrics that come with it (GRR, NRR, etc.)
• Proficiency in tools like Zendesk, Zoho, or LMS platforms
• Prior experience writing customer-facing documentation or training resources

ASSA ABLOY offers a competitive compensation and benefits package, including bonus, a 401(k) plan, education assistance, company car, and an environment that reflects our commitment to our employees. The wage range for this role considers a broad scope of factors that are considered when making compensation decisions. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, training, licensure and certifications, business requirements, geographic location and other business and organizational needs. This salary range is a reasonable estimate for this position at the time of posting. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time.