Customer Success Manager – Technical

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage post-sale customer support.

• Oversee customers experiencing system outages or non-triggering cameras during business hours.

• Take charge of integrations and site networking assistance.

• Address drone and base station challenges through the support workflow.

• Ensure customers' initial installations function efficiently to encourage further site orders.

• Identify and facilitate the closure of expansion orders, add-ons, or renewals.

• Report directly to the Head of Sales.

• Maintain a collaborative relationship with the support lead for support-related tasks, prioritizing severity regardless of account size.

• Travel occasionally for customer go-lives and account evaluations.

⛳️ Requirements

• A minimum of 3 years of experience supporting connected hardware deployed at customer locations, including drones, robots, cameras, or IoT devices, in roles such as customer success, technical account management, solutions engineering, or support.

• Familiarity with working within a ticketed support system.

• Proficiency in hands-on network troubleshooting, covering TCP/IP, DNS, DHCP, VLANs, and firewalls.

• Capability to extract and interpret logs via SSH on the Linux command line.

• Experience in system integration using webhooks, REST APIs, or video streams like RTSP/ONVIF.

• Proven success in expanding owned accounts through the identification and closure of additional orders, add-ons, or renewals.

• Ability to clearly communicate technical issues to a non-technical security manager.

• Skill in asking discovery questions to reveal a customer's next site opportunity.

• Familiarity with VMS or alarm systems such as Genetec, Hanwha, Verkada, or Alarm.com is advantageous.

• Experience in troubleshooting drones, robots, or other autonomous systems beyond initial checks is a plus.

• Holding an FAA Part 107 remote pilot certification is a plus.

• Background in physical security, collaborating with integrators, monitoring centers, or security guard companies is a bonus.

• Experience in renewing or expanding lease or subscription agreements is a bonus.

🏝️ Benefits

• Full-time employment.

• Opportunity for remote work within the United States.

• Occasional travel (approximately 10 to 15%) for customer go-lives and account evaluations.

• At-will employment.

• 42 hours per week.