Senior Customer Success Manager; Expansion Focus

About Brycer

At Brycer, we believe compliance should never stand in the way of safety — it should enable it. Our flagship platform, the Compliance Engine®, has transformed how Authorities Having Jurisdiction (AHJs) and service providers manage and report life‑safety inspections.

We’re more than a SaaS vendor — we are the industry leader with a proven track record of helping thousands of municipalities, fire departments, and contractors simplify compliance and strengthen public safety. With consistent year‑over‑year growth, national expansion, and a reputation as a trusted partner in the life‑safety ecosystem, Brycer is building something special.

Joining us now means becoming part of a mission‑driven team at the center of community safety — and as a Senior Customer Success Manager
, you will directly influence customer outcomes, product adoption, and company growth.

We’re looking for a Senior Customer Success Manager (Senior CSM) to join our team and serve as the strategic partner for our AHJ clients. This is a high‑impact, client‑facing role focused not only on retention but on expansion, upsell identification, and revenue growth within the existing customer base
.

This role requires someone who excels at building deep relationships, driving adoption, and consistently uncovering new opportunities to expand value. You should bring at least 3 years of sales or expansion‑focused Customer Success experience with a strong record of meeting or exceeding growth targets.

Part coach, part consultant, part strategist — you’ll help AHJs get the most from the Compliance Engine® while advancing Brycer’s footprint across their organizations.

• Serve as the trusted strategic advisor to AHJs, developing strong, long‑term partnerships.
• Drive seamless onboarding, adoption, and continued value realization of the Compliance Engine®.
• Lead impactful trainings, QBRs, and onsite/virtual engagements that reinforce value and uncover new opportunities.
• Own expansion and upsell motions — identifying needs, validating opportunities, and partnering with Sales to close growth within your territory.
• Proactively track customer health, mitigate risk, and maximize retention.
• Collaborate cross‑functionally with Sales, Product, and Support to create exceptional and consistent customer experiences.
• Represent Brycer at industry events, conferences, and client visits (up to 25% travel).
• Provide structured, actionable insights to help guide product roadmaps and innovation.

• 3+ years of experience in Customer Success, Account Management, or Sales
  , with a clear record of driving expansion, upselling, or revenue growth within existing accounts.
• Proven ability to execute structured expansion and sales motions — including pipeline management, opportunity qualification, and cross‑functional collaboration.
• Skilled relationship‑builder who can influence at all levels, from frontline staff to senior leadership.
• Strong presenter and communicator, comfortable leading conversations across virtual and in‑person formats.
• Proactive, highly organized, and motivated by goals, KPIs, and measurable outcomes.
• Experience with CRM tools (Zoho preferred), Microsoft Suite, and Gong.
• Comfortable with territory travel (approx. 25%).

• Be part of something bigger: Help communities stay safer while making a measurable impact on how AHJs operate.
• Join a market leader: Brycer is trusted nationwide with strong momentum and continued growth ahead.
• Shape the future: Your success will directly influence adoption, expansion, and company‑wide revenue impact.
• Career‑defining opportunity: As we scale, you will have room to lead, innovate, and advance.
• Work with purpose: Join a collaborative team that cares about safety, public service, and delivering exceptional results.