Customer Success Account Manager

Customer Success Account Manager

Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.

As a Customer Success Account Manager (CSAM), you will serve as the primary post-sale relationship owner for a portfolio of strategic and high-value customers. Your mission is to ensure customers achieve their desired outcomes using our platform and expand their value over time. You'll be responsible for driving adoption, improving retention, managing renewals, identifying growth opportunities, and serving as the customer's advocate internally.

Key Responsibilities

• Own and manage a portfolio of mid-market and enterprise customer accounts across global regions
• Build trusted relationships with customer stakeholders through regular engagement, QBRs, and strategic planning
• Drive platform adoption, identify gaps in usage, and provide proactive recommendations to improve outcomes
• Monitor account health signals and intervene early to mitigate churn risks
• Serve as the internal voice of the customer, advocating for product enhancements and escalating critical issues
• Collaborate cross-functionally with Sales, Product, Support, and Implementation to deliver a seamless customer experience
• Lead renewal conversations and support the expansion of account value through upsells and cross-sells
• Maintain accurate records of customer interactions, health status, and commercial activities in CRM (Salesforce)
• Meet quarterly KPIs including Net Revenue Retention (NRR), churn rate, and customer satisfaction

Qualifications

Nice to Have

Eagle Eye Networks is an innovative, global start-up building the only platform powerful enough to support the future of video surveillance and security. Here your voice will be heard, and talent respected. We have proven leadership and financial backing of one of the world's premier venture capital firms. The work we do is essential in today's world, as our systems are used to protect the health, safety, and welfare of people and property around the world.

Eagle Eye Networks is leveraging artificial intelligence on its true cloud platform to dramatically reshape the video surveillance and security industry. The Eagle Eye Cloud Video Management System (VMS) is a smart cloud video surveillance solution, purpose-built to help businesses improve safety, security, operations, and customer service. Tens of thousands of companies in more than 90 countries around the globe have moved their video surveillance to the cloud with Eagle Eye VMS. Customers, including multi-family residences, smart cities, schools, hospitals, hotels, logistics, restaurants, and retail shops trust Eagle Eye for actionable business intelligence and proactive security across multiple locations. The Eagle Eye VMS has strong APIs for the secure integration of third-party systems and works with thousands of industry cameras, so customers don't have to "rip and replace" their existing infrastructure. Eagle Eye Cloud VMS is the only platform robust enough to power the future of video surveillance.

Eagle Eye Networks is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.