Purpose of the Job

The Customer Success Manager is responsible for re-engaging i-PRO's existing end customer base, building ongoing relationships with key accounts, and surfacing expansion opportunities that drive revenue growth. This role serves as the connective tissue between i-PRO's installed base and the broader sales team - ensuring that customers who have purchased i-PRO solutions remain engaged, supported, and positioned to grow with us.

Key Accountabilities

1. Opportunity Identification & Pipeline Contribution - Proactively identify expansion opportunities within the existing installed base and pass qualified leads to Account Executives with full context and a warm introduction.

2. Account Re-Engagement - Build and execute a prioritized outreach cadence across assigned accounts using SFDC reports, closed opportunity history, and tech support data to guide focus.

3. Relationship & Cadence Management - Establish and maintain regular touchpoints with reactivated accounts, serving as the customer's primary ongoing point of contact at i-PRO.

4. SFDC & Data Integrity - Maintain accurate account records in Salesforce; partner with Sales Operations on account enrichment and prioritization reporting. Outreach activity is automatically logged via Salesloft.

5. Customer Advocacy - Surface recurring issues and customer feedback internally; connect customers to technical support and i-PRO resources as needed.

6. System Optimization & Utilization - Work with existing customers to ensure they are fully leveraging their i-PRO investment. Identify underutilized features, outdated configurations, or capability gaps and coordinate with technical resources to address them, improving customer outcomes and strengthening the account relationship.

Education & Experiences

• 3+ years in account management, customer success, or inside sales
• Demonstrated experience managing a large account portfolio independently
• Salesforce or comparable CRM experience required
• Preferred: background in physical security, low-voltage, AV/IT, or related hardware
• Preferred: familiarity with IP cameras, VMS platforms, or access control systems
• Bachelor's degree preferred; equivalent experience considered

Competencies, Skills, & Knowledge

• Relationship Building - Builds trust across contact levels from end-user to director
• Proactive Communication - Initiates and follows up consistently without being prompted
• Organization & Prioritization - Manages a broad account portfolio using data, not instinct
• CRM Discipline - Logs activity accurately; treats SFDC as the system of record
• Discovery & Curiosity - Asks good questions and connects customer needs to solutions
• Collaboration - Knows when to lead, when to support, and when to hand off to the AE
• Baseline Technical Aptitude - Comfortable learning and discussing physical security technology; able to understand IP-based systems, basic network concepts, and product use cases well enough to hold credible conversations with technically-oriented customers