Customer Success Manager

Title: Customer Success Manager Location: Remote

Job Overview:

We are seeking a grounded, technical, and results driven Customer Success Manager (CSM) to join our team at Tactacam.

As a CSM, you will be responsible for guiding our B2B and enterprise clients through post sale setup, unit activation, and ongoing platform orientation. You will act as their primary technical contact, monitoring unit activity across active sites, ensuring high subscription retention, and identifying opportunities for clients to expand their camera deployments across new locations.

If you are a practical problem solver who understands customer needs, thrives in a fast paced hardware and software environment, and wants to make a real impact on client security and success, we want to hear from you. Along with a competitive salary, we offer a collaborative work environment, performance bonuses, and professional development opportunities.

Objectives of the Role

• Manage Key B2B Relationships: Act as the primary technical point of contact for accounts, building long term trust and ensuring clients get maximum value from DEFEND products.
• Lead Post Sale Onboarding: Guide new clients through unit activation, cellular setup, app configuration, and platform orientation during their initial deployment.
• Support Enterprise Trials: Partner with Regional Sales Directors (RSDs) and Account Executives (AEs) on high value enterprise trials. Manage technical trial setup, unit shipping, and platform onboarding to deliver a white glove experience, proving how easy our hardware and support are to work with so the RSD and AE can close deals faster.
• Drive B2B Account Health & Retention: Track unit activity, subscription renewals, and reorder cycles across active sites to maintain high retention and prevent churn.
• Spot Expansion & Growth Opportunities: Notice when an account is expanding from an initial deployment to multiple locations or sites, then loop in the RSD or AE to close the larger order.
• Advocate for the Customer: Gather real world user feedback from sites and communicate product improvement suggestions directly to internal teams.
• Collaborate Cross Functionally: Work closely with sales, support, and product development teams to address feedback, resolve technical issues, and handle customer escalations quickly.

Responsibilities:

• Onboard new clients and guide them through hardware setup, cellular connectivity, enterprise platform integration and navigation to ensure successful implementation.
• Manage enterprise trial logistics, including unit provisioning, technical trial setup, and platform walkthroughs.
• Conduct regular check-ins with B2B customers to track unit activity, assess progress, and discuss future monitoring needs.
• Track account health metrics, monitor hardware usage trends, and regularly report outcomes to leadership.
• Recognize client expansion triggers (such as adding sites or requiring more camera coverage) and connect customers with the sales team for account growth.
• Oversee customer lifecycle management and identify practical areas for process optimization.
• Lead training sessions, workshops, and product demonstrations for client site managers and operators.
• Assist in developing customer success playbooks, setup guides, and onboarding resources.
• Handle customer escalations directly and ensure technical or service issues are resolved effectively.

Requirements:

• Bachelor’s degree in Business, Marketing, or a related field.
• 3+ years of experience as a Customer Success Manager, Account Manager, or Technical Support Lead in B2B hardware, IoT, commercial security, surveillance, construction site technology, or B2B SaaS environments.
• Proven track record of managing customer onboarding, retention programs, enterprise level accounts, and pilot trial programs.
• Strong ability to analyze usage data, unit activity metrics, and account trends to keep deployments healthy and identify growth opportunities.
• Excellent communication, negotiation, and interpersonal skills, with the ability to resolve complex customer escalations and build practical, long term relationships with site managers and executives alike.
• Exceptional organizational and time management skills, with a demonstrated ability to thrive in a fast paced, target driven environment managing multiple accounts simultaneously.
• Practical problem solving skills with a proactive, solution oriented mindset.
• Proficiency with CRM platforms (such as HubSpot or Salesforce) and customer success tools (such as Gainsight or ChurnZero).