Customer Success Manager

Logistics, Sales & Operations · Sales & Business Development · Customer Success · Account Management · Enterprise Sales

In short

SiteOwl is seeking a Customer Success Manager (CSM) to manage customer relationships, drive adoption, and ensure satisfaction with their B2B SaaS platform for physical security. This remote role requires a passion for building relationships, a background in software/SaaS, and proficiency with AI tools to enhance customer success and retention.

Responsibilities

Lead customer onboarding and training sessions.
Build strong relationships with a portfolio of accounts and act as a trusted advisor.
Partner with Sales to support pre-sales processes, including POC evaluations and demonstrations.
Own the renewal process for assigned accounts, ensuring continued value realization.
Conduct regular customer reviews to assess performance, identify risks and opportunities, and align on strategic outcomes.
Actively use AI tools for customer communication, review preparation, and data synthesis.
Collaborate with Product, Sales, and Support teams to champion customer needs.
Take initiative and drive work independently, contributing new ideas.

Requirements

College/University degree or work experience commensurate with a 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.
Excellent communication and relationship-building skills.
Self-starter who thrives with autonomy and takes ownership.
Strong organizational skills and comfort managing multiple accounts.
Problem-solver with a proactive, can-do attitude.
Comfortable adopting AI tools to boost efficiency.
Ability to manage time and projects proficiently.
Ability to perform responsibilities in a home office environment or while traveling.
Ability to travel up to 25%.

Desired Qualifications

Familiarity with the physical security industry.
Experience managing a book of business and owning retention metrics (GRR, NRR, etc.).
Proficiency in tools like Zendesk, Zoho, or LMS platforms.
Prior experience writing customer-facing documentation or training resources.

Benefits

Competitive compensation and benefits package.
Bonus opportunities.
401(k) plan.
Education assistance.
Company car.
Autonomy and opportunity to make a big impact.
Meaningful work with room to grow.

Skills

SaaSMicrosoft OfficeZendeskZoho

#Customer Success#SaaS#B2B#Physical Security#Software#Remote

About ASSA ABLOY Group

Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world. We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have…

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