Customer Success Manager

What’s in it for You

• Competitive salary: '$70,000.00 annual salary Commission + Bonus eligible.
• Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career Growth: Opportunity to build your career with a growing organization at the intersection of customer success, technology, and security solutions.
• Travel Support: Local market travel to customer locations, with mileage reimbursement or company travel support consistent with policy

Client Facing Responsibilities

• Build and maintain strong, lasting customer relationships across assigned accounts through phone, video, email, and in-person engagement
• Serve as the primary point of contact for day-to-day customer needs and help deliver a consistent, high-quality customer experience
• Identify and build relationships with key stakeholders and decision-makers across customer locations
• Proactively monitor account health, customer sentiment, adoption, and retention risk
• Partner cross-functionally to resolve customer issues quickly and effectively while maintaining a high level of customer satisfaction
• Manage multiple open issues and priorities at once while keeping customers informed and internal teams aligned
• Support retention strategies, renewal readiness, and proactive outreach campaigns designed to reinforce value and strengthen customer loyalty
• Identify opportunities for account growth, added product penetration, and expanded customer engagement, partnering with outside sales teams when appropriate
• Provide remote onboarding, user training, and system guidance to customers
• Maintain accurate customer and account data across CRM and other internal systems
• Develop a strong understanding of customer use cases, site-level needs, and the value customers receive from our solutions
• Navigate customer hierarchies and decision-making processes to drive effective communication and issue resolution
• Diagnose, research, and help troubleshoot basic technical issues, escalating more complex matters as needed
• Work within video management systems and related platforms to support customer needs
• Evaluate decisions with an understanding of customer experience, operational impact, and financial implications
• Follow through with urgency and professionalism to ensure customer confidence, responsiveness, and satisfaction

Surveillance Solution Responsibilities

• Acting as the client's trusted advisor in forecasting risk and maintaining proper surveillance posture of a job site
• Identifying blind spots that may serve as an access point for criminal activity to be taken against client's property, assets, and personnel
• Maintaining the necessary Standard Operating Procedures in the event of breach or criminal action taking place
• Communicating escalations through the appropriate channels mandated by the sequence of events that take place

Your Qualifications

• Authorized to work in the United States
• Able to pass an extensive screening process
• Bachelor’s degree in business or a related field, or equivalent combination of education and experience
• Minimum of 3 years of experience in customer success, account management, client services, customer relationship management, or a similar client-facing role
• Experience managing a book of business, portfolio of accounts, or ongoing customer relationships in a fast-paced environment
• Experience using CRM platforms such as Salesforce, along with Microsoft Excel, Outlook, and PowerPoint
• Strong understanding of customer service and account support best practices
• Experience in a technology-enabled, service-based, security, SaaS, or operationally complex environment is strongly preferred
• Experience leading projects, mentoring others, or informally guiding team members is a plus

Your skills and competencies

• Strong relationship-building via phone, video, and email
• Effective problem-solving and analytical skills
• Ability to manage multiple issues and prioritize tasks
• High level of customer satisfaction and issue mitigation
• Understanding of financial, operational, and customer experience impacts
• Proficiency in company products and technology platforms
• Ability to identify upsell opportunities and support sales efforts
• Skilled in system training and remote onboarding
• Maintaining data integrity across platforms
• Navigating customer hierarchy and decision processes
• Basic technical troubleshooting skills
• Prompt and effective follow-up with customers

About the Role

• Lead the Way as a Customer Success Manager! Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth?
• Join ECAM as a Customer Success Manager and serve as a trusted advisor to a portfolio of customers across the Hannover, MD market.
• You will own the day-to-day customer experience for your assigned accounts, strengthen stakeholder relationships, drive retention, support renewals and expansion opportunities, and help customers realize the full value of our products and services.
• You will partner closely with cross-functional teams to resolve issues, provide training, reinforce adoption, and ensure customers feel supported, informed, and confident in their partnership with us.
• This is an excellent opportunity for a relationship-driven professional who is comfortable working in a fast-moving environment, managing competing priorities, and balancing customer experience, operational execution, and commercial awareness.

ECAM

Safeguarding Sites with Innovation
ECAM is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.