Customer Success Manager

Customer Success Manager (CSM)

Location:

Austin, TX (Remote)

Full-time | Department:
Customer Success

Site Owl is a B2B SaaS platform used by physical security integrators and enterprise security teams to manage the entire lifecycle of physical security systems—from initial design to installation, maintenance, and long-term asset tracking. Site Owl was acquired by ASSA ABLOY in 2025.

Customers upload digital floor plans, place devices like cameras or access control readers, and collaborate across teams through a unified system. The platform includes both desktop and mobile interfaces (including full offline functionality), powering operations in challenging real-world environments across healthcare, education, logistics, and more.

Site Owl 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 Site Owl. You'll serve as the voice of the customer internally while driving adoption, retention, and long-term satisfaction.

• 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 Site Owl.
• 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.

• 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.

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

• Familiarity with the physical security…