Customer Success Account Manager

The Customer Success Account Manager (CSAM) is a pivotal role focused on maximizing customer value, driving retention, and identifying growth opportunities within a dedicated book of business. The CSAM acts as the primary post-sale contact, ensuring high customer satisfaction, deep product adoption, and alignment between the customer's strategic goals and Brivo's cutting-edge Access Control (ACS) and Video solutions. This role requires a blend of account management, strategic consulting, and commercial acumen to generate pipeline and increase recurring revenue. Key Responsibilities Strategic Revenue Management: Strategically manage and execute initiatives to meet or exceed Recurring Monthly Revenue (RMR) and Net Revenue Retention (NRR) targets across a complex portfolio. Commercial Growth & Qualification: Proactively translate customer strategic goals and realized value into qualified commercial expansion opportunities (upsell/cross-sell). Strategic Partnership: Serve as the trusted strategic advisor and primary executive-level contact post-sale, ensuring long-term partnership with key customer executives. Customer Strategy & Planning: Lead quarterly Executive Business Reviews (EBRs) and strategic planning sessions to proactively align Brivo solutions with customer long-term strategic and financial objectives Maximize ROI & Value Realization: Ensure customers realize maximum quantifiable Return on Investment (ROI) by driving and measuring strategic, deep product adoption. Commercial Enablement: Partner with the Sales team to formally generate qualified pipeline and leverage deep account context to influence the successful closing of renewals and expansion opportunities. Voice of the Customer: Act as the voice of the customer internally, providing valuable feedback to Product Management, Engineering, and Marketing to inform future development and messaging. Communication: Execute a proactive, tailored engagement model (e.g., executive check-ins, strategic roadmap discussions) to maintain optimal account health and satisfaction. Expert-Level Product Knowledge: Maintain comprehensive, expert-level knowledge of the entire Brivo product suite to provide consultative and strategic guidance. Skills, Knowledge & Expertise Minimum of 5-7 years of experience in a customer-facing role, such as Customer Success, Account Management, or Sales/Business Development, preferably within a SaaS or technology environment. Proven track record of consistently meeting or exceeding complex, high-value revenue and Net Revenue Retention (NRR) targets. Exceptional, executive-level communication, presentation, and negotiation skills required for C-suite engagement. Strong business acumen with the ability to understand customer challenges and articulate the financial and operational value of Brivo solutions. Demonstrated ability to manage a large, complex book of business effectively and autonomously. Expert cross-functional problem-solving and creative thinking skills to navigate complex organizational and technical challenges for customers. Direct experience with Physical Security, Access Control, or Video Surveillance technology is highly desirable. Familiarity with CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight).