Manager, Customer Success

Company Overview

At the company, we are a rapidly growing team of tech innovators, trail-blazers, and outdoor enthusiasts working to engineer the outdoors! We are proud to be a market-leading outdoor camera and technology company, but at our core, we are just a group of people obsessed with the great outdoors. We are far more than a technology company; we are a community that values fresh air as much as fresh ideas. As restless adventurers, we know that the best ideas rarely happen behind a desk, which is why we constantly encourage our team to get outside, use our products, and let the natural world inspire their next big breakthrough.

We also operate as tech trailblazers who are moving fast. With over 500,000+ active customers worldwide and a constantly expanding product line, we are actively pushing the boundaries of what outdoor technology can do. Because "good enough" isn't in our vocabulary, we intentionally foster an environment of ambitious dreamers where every team member is encouraged to aim higher, dream bigger, and drive innovation forward. We believe that your career should be an adventure too, and our rapid growth offers limitless possibilities for career advancement, personal development, and hands-on impact

We are seeking a grounded, technical, and results driven Manager, Customer Success to join our team at the company.

As the Manager, Customer Success, you will be responsible for guiding our B2B and enterprise clients through post sale setup, unit activation, and ongoing platform orientation. You will act as their primary technical contact, monitoring unit activity across active sites, ensuring high subscription retention, and identifying opportunities for clients to expand their camera deployments across new locations.

If you are a practical problem solver who understands customer needs, thrives in a fast paced hardware and software environment, and wants to make a real impact on client security and success, we want to hear from you. Along with a competitive salary, we offer a collaborative work environment, performance bonuses, and professional development opportunities.

Objectives of the Role

• Manage Key B2B Relationships: Act as the primary technical point of contact for accounts, building long term trust and ensuring clients get maximum value from DEFEND products.

• Lead Post Sale Onboarding: Guide new clients through unit activation, cellular setup, app configuration, and platform orientation during their initial deployment.

• Support Enterprise Trials: Partner with Regional Sales Directors (RSDs) and Account Executives (AEs) on high value enterprise trials. Manage technical trial setup, unit shipping, and platform onboarding to deliver a white glove experience, proving how easy our hardware and support are to work with so the RSD and AE can close deals faster.

• Drive B2B Account Health & Retention: Track unit activity, subscription renewals, and reorder cycles across active sites to maintain high retention and prevent churn.

• Spot Expansion & Growth Opportunities: Notice when an account is expanding from an initial deployment to multiple locations or sites, then loop in the RSD or AE to close the larger order.

• Advocate for the Customer: Gather real world user feedback from sites and communicate product improvement suggestions directly to internal teams.

• Collaborate Cross Functionally: Work closely with sales, support, and product development teams to address feedback, resolve technical issues, and handle customer escalations quickly.

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. Lay the operational groundwork for the CS department by documenting best practices, with a planned path toward hiring, onboarding, and directly managing future CSMs and technical onboarding specialists.

• Handle customer escalations directly and ensure technical or service issues are resolved effectively.

• Help build this function from the ground up and determine best practices

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.

• 5+ 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).

• Strong leadership potential, mentorship experience, or prior experience functioning as a senior/lead CSM, with a clear career goal to manage and build a team.

Why you want to work here

• Comprehensive Health & Wellness: Includes medical, dental, and vision coverage, along with life insurance and disability protection.

• Generous Paid Leave: Offers competitive time off and in addition to pregnancy leave,  parental and military leave, and unique "Hunting Holidays" for outdoor activities.

• Financial Planning: Supports future retirement goals through a company-managed 401(k) plan.

• Outdoor-Centric Culture: Features remote-first flexibility, employee discounts, complimentary camera gear, company-sponsored outdoor trips, and community projects.

• Recognition & Values: Honors top performance through monthly "TactaValor Awards" that celebrate company values like innovation, tenacity, and customer focus.

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)

Equal Opportunity Employer

The company is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.