Location: Remote Austin

Full-time | Department: Customer Success

SiteOwl 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.

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.

SiteOwl 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, providing frontline support, and ensuring they get the most out of SiteOwl. 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 smaller accounts. Be the trusted advisor, helping customers achieve their goals.

• Support & Troubleshooting:
• Provide Level 1 support to our customers—resolving common issues and escalating when needed.

• Renewal Management:
• Own the renewal process for your accounts—ensuring customers see value and are motivated to continue and expand their partnership with SiteOwl.

• Customer Reviews & Success Planning:
• Conduct regular reviews to assess performance, identify risks and opportunities, and align on strategic outcomes.

• Content Creation:
• Write and maintain knowledge base articles to support scalable customer education and self-service.

• 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:
• Your success will be tied to renewal rates and long-term customer retention across your book of business.

• Customer Satisfaction:
• You’ll be evaluated on customer satisfaction metrics (e.g., CSAT, NPS) and your ability to build trusted relationships.

• Experience:
• 3+ years in Customer Success, Account Management, or a similar customer-facing role
• Background in software/SaaS and familiarity with the physical security industry
• 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

• Experience managing a scaled/long-tail book of business
• Proficiency in tools like Zendesk, Zoho, or LMS platforms
• Prior experience writing customer-facing documentation or training resources

You’ll be joining a growing team that values trust, innovation, and collaboration. We empower our team members with autonomy and the opportunity to make a big impact. If you’re looking to do meaningful work with room to grow, we’d love to meet you.