Tactacam - Customer Success Manager
Requirements
• Bachelor’s degree in Business, Marketing, or a related field. • 3+ years of experience as a Customer Success Manager, Account Manager, or Technical Support Lead in B2B hardware, IoT, commercial security, surveillance, construction site technology, or B2B SaaS environments. • Proven track record of managing customer onboarding, retention programs, enterprise level accounts, and pilot trial programs. • Strong ability to analyze usage data, unit activity metrics, and account trends to keep deployments healthy and identify growth opportunities. • Excellent communication, negotiation, and interpersonal skills, with the ability to resolve complex customer escalations and build practical, long term relationships with site managers and executives alike. • Exceptional organizational and time management skills, with a demonstrated ability to thrive in a fast paced, target driven environment managing multiple accounts simultaneously. • Practical problem solving skills with a proactive, solution oriented mindset. • Proficiency with CRM platforms (such as HubSpot or Salesforce) and customer success tools (such as Gainsight or ChurnZero).
Responsibilities
• Onboard new clients and guide them through hardware setup, cellular connectivity, enterprise platform integration and navigation to ensure successful implementation. • Manage enterprise trial logistics, including unit provisioning, technical trial setup, and platform walkthroughs. • Conduct regular check-ins with B2B customers to track unit activity, assess progress, and discuss future monitoring needs. • Track account health metrics, monitor hardware usage trends, and regularly report outcomes to leadership. • Recognize client expansion triggers (such as adding sites or requiring more camera coverage) and connect customers with the sales team for account growth. • Oversee customer lifecycle management and identify practical areas for process optimization. • Lead training sessions, workshops, and product demonstrations for client site managers and operators. • Assist in developing customer success playbooks, setup guides, and onboarding resources. • Handle customer escalations directly and ensure technical or service issues are resolved effectively.
Benefits
• Comprehensive Health & Wellness: Includes medical, dental, and vision coverage, along with life insurance and disability protection. • Comprehensive Health & Wellness: • Generous Paid Leave: Offers competitive time off and in addition to pregnancy leave, parental and military leave, and unique "Hunting Holidays" for outdoor activities. • Generous Paid Leave: • Financial Planning: Supports future retirement goals through a company-managed 401(k) plan. • Financial Planning: • Outdoor-Centric Culture: Features remote-first flexibility, employee discounts, complimentary camera gear, company-sponsored outdoor trips, and community projects. • Outdoor-Centric Culture: • Recognition & Values: Honors top performance through monthly "TactaValor Awards" that celebrate company values like innovation, tenacity, and customer focus. • Recognition & Values: • Location Limitations: • Please note at this time, we are not accepting applications from candidates based in Alaska (AK), Connecticut (CT), Delaware (DE), Massachusetts (MA), New Mexico (NM), and South Dakota (SD)
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