Customer Success Account Manager

Customer Success Account Manager

Department: Customer Success

Employment Type: Full Time

Location: London

The Customer Success Account Manager (CSAM) is a dynamic role dedicated to actively engaging with end‑user customers, validating the value of our solutions, and driving sustainable growth through strategic expansion. This is an exciting opportunity to own your account strategy, build meaningful connections with executives and users, and deliver measurable impact. You will gain deep experience that prepares you to accelerate your career and pursue future leadership opportunities in customer experience or sales.

• Strategic Account & Revenue Ownership: Own a high‑value portfolio, managing initiatives to meet or exceed NRR and RMR targets. Drive deep product adoption and quantifiable value realization (ROI) to ensure long‑term retention and account health.
• Trusted Executive Advisory: Serve as the primary post‑sale relationship lead, fostering long‑term partnerships with C‑suite and executive stakeholders. Lead quarterly strategy sessions (EBRs) to align product capabilities with the customer’s long‑term business and financial objectives.
• Commercial Growth & Pipeline Development: Proactively identify, qualify, and execute on expansion opportunities (upsell/cross‑sell). Partner closely with Sales teams to leverage account context and historical performance to secure renewals and influence new pipeline generation.
• Organizational Advocacy & Innovation: Act as the internal voice of the customer, synthesizing deep account insights, usage trends, and market feedback to drive continuous improvement in product roadmap, messaging, and service delivery.
• Accelerated Professional Growth: Operate with full autonomy to master account strategy, executive engagement, and complex negotiation. Leverage this experience to sharpen your commercial and leadership acumen, positioning yourself for future advancement in Customer Experience or Sales.

• Professional Background: 2-5 years in Customer Success, Account Management, or Sales/Business Development, with a proven track record in high‑growth SaaS or technology environments.
• Commercial & Value Selling Acumen:
  Demonstrated expertise in value‑based selling methodologies, with a history of driving expansion, upsell/cross‑sell, and new business pipeline generation.
• Portfolio Ownership:
  Proven ability to manage, forecast, and grow a complex book of business autonomously, consistently meeting or exceeding revenue and retention (NRR/RMR) targets.
• Strategic Advisory
  
  Skills:
  
  Exceptional executive presence; comfortable engaging, presenting, and negotiating with C‑suite and senior stakeholders to align business outcomes with technical solutions.
• Strategic Support:
  Experience navigating complex organisational structures to resolve customer challenges, acting as both an advocate for the customer and a driver of internal product improvements.
• Technical & Operational
  
  Competency:
  
  Strong business acumen with high proficiency in CRM (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight); domain experience in Physical Security or SaaS technology is a major plus.

Brivo is a Great Place to Work-Certified company and the global leader in cloud‑based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI‑driven security.

Why Your Work Matters

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

• Brivo
  
  Ex…