Customer Success Manager

Job Title: Customer Success Manager (CSM)
Location: Sunnyvale, Utah

Company: LiveReach AI
About LiveReach AI:
LiveReach AI is transforming the physical security industry with AI-powered solutions that enhance safety, streamline operations, and provide actionable insights for businesses. Our cutting-edge technology integrates with security hardware to provide intelligent monitoring, real-time alerts, and actionable data analytics. We are committed to empowering businesses to take control of their security operations with innovative, easy-to-use tools.

As we continue to expand, we are seeking a Customer Success Manager (CSM) to join our growing team. This is an exciting opportunity to be part of a fast-paced, dynamic startup, ensuring that our customers derive maximum value from our AI-powered security platform while building long-lasting, trusted relationships.

Position Overview:
The Customer Success Manager (CSM) will serve as the primary point of contact for our customers, ensuring they receive the full value of their investment in LiveReach AI’s solutions. The CSM will focus on building strong, positive relationships, driving product adoption, and identifying opportunities for upsell and expansion. They will also lead the effort in conducting Quarterly Business Reviews (QBRs) to evaluate customer success, identify growth opportunities, and ensure that customers are aligned with their security goals.

Key Responsibilities:
Customer Onboarding: Lead the onboarding process for new customers, guiding them through setup, training, and initial implementation to ensure a smooth and successful adoption of LiveReach AI’s solutions.
Account Management & Relationship Building: Build and maintain strong relationships with key stakeholders at customer organizations. Understand their business goals, pain points, and security needs to provide tailored support and recommendations.
Product Adoption & Training: Ensure customers are maximizing the value of LiveReach AI’s platform by driving product adoption, providing ongoing training, and offering insights on best practices. Conduct regular training sessions for customers to ensure full usage and understanding of the product’s features.
Expansion Revenue & Upselling: Identify opportunities for expanding product usage within existing accounts, including upselling additional features, products, or services. Collaborate with the sales team to drive expansion revenue and ensure customers are aware of new offerings or upgrades.
Quarterly Business Reviews (QBRs): Conduct QBRs with customers to review account performance, discuss achievements, evaluate any roadblocks, and align on future goals. Use these meetings to uncover potential upsell and cross-sell opportunities, ensuring the customer is continuously deriving value from LiveReach AI solutions.
Customer Retention & Satisfaction: Monitor customer health, track usage patterns, and intervene early when there are signs of disengagement or dissatisfaction. Develop and execute strategies to drive high customer satisfaction, minimize churn, and ensure long-term retention.
Customer Feedback & Advocacy: Gather customer feedback to provide actionable insights to product and engineering teams. Act as the voice of the customer to advocate for their needs and help shape the product roadmap.
Collaboration with Support & Engineering: Partner with the Customer Support team to resolve escalated technical issues and ensure seamless resolution of customer problems. Work with the engineering team to provide feedback on recurring product issues or feature requests.
Metrics & Reporting: Track and report on key customer success metrics, including product adoption rates, customer satisfaction (CSAT), churn, net promoter score (NPS), and expansion opportunities. Share insights with leadership to drive strategy.
Market Intelligence & Trend Analysis: Stay informed about industry trends, security best practices, and evolving customer needs to offer solutions that help customers stay ahead of potential threats. Provide insights on new market demands or features that could be valuable to customers.
Key Qualifications:
Customer-Facing Experience:

3+ years of experience in a customer success, account management, or customer-facing role, preferably within a SaaS, AI, or security-related industry.
Proven ability to build and maintain long-term relationships with B2B clients, including C-level executives, and navigate complex customer environments.
Experience working with enterprise clients or managing high-value accounts.
Upselling & Expansion Revenue:

Demonstrated success in identifying and executing on upsell and cross-sell opportunities within existing accounts.
Proven ability to drive expansion revenue through product recommendations, feature upgrades, or new service offerings aligned with the customer's evolving needs.
Product Knowledge & Industry Experience:

Familiarity with physical security systems (e.g., CCTV, access control, sensors) is highly preferred.
Knowledge of AI and machine learning technologies in the context of security and business applications is a plus.
Understanding of cloud-based solutions, networking protocols, and integration with third-party security systems.
Communication & Problem-Solving Skills:

Excellent verbal and written communication skills with the ability to convey complex technical concepts to both technical and non-technical stakeholders.
Strong problem-solving and critical thinking skills to address customer challenges and help customers get the most out of the product.
Ability to create and deliver presentations and training materials to different audience levels.
Results-Oriented:

Strong focus on customer outcomes, retention, and satisfaction. Proven track record of driving customer success through proactive engagement, support, and value delivery.
Ability to manage multiple accounts and priorities, ensuring a high level of service and timely resolution of customer needs.
Education & Experience:

Bachelor’s degree in Business, Marketing, Engineering, or related field (or equivalent practical experience).
Experience in the physical security, SaaS, AI, or IoT industries is a strong plus.
Preferred Qualifications:
Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
Certification in Customer Success Management (e.g., CSM or similar certifications) or related professional development.
Why Join Us?
Impact: Work at the forefront of AI and physical security, helping businesses stay safe while advancing the security tech industry.
Fast-Paced Growth: As a fast-growing startup, LiveReach AI offers a dynamic and flexible environment where you can make an immediate impact and grow your career.
Innovative Culture: Join a team that is passionate about technology, security, and innovation. We encourage creative problem-solving and value diverse perspectives.
Career Growth: Be part of a team that values professional development. As we grow, you’ll have opportunities to take on new challenges, expand your skill set, and advance in your career.