Customer Success Manager

Austin, TX, United States

At Noonlight, an Alarm.com company, our mission is to protect and comfort people so they can live freely. What began as an app focused on helping people walk safely from point A to point B, is now a suite of emergency response APIs backing some of the smartest home, health, and lifestyle products in the IoT market.

We are looking for a Customer Success Manager who will help enable Noonlight’s customers to deliver amazing safety and security solutions to their users and exceed their business goals.

In this role, you will become an expert in one of the verticals Noonlight supports (e.g. Commercial Security, Home Security, Personal Safety, Wellness). In addition to leveraging that knowledge to help our existing customers deliver more protection and comfort to their users, you’ll work with our sales team to help demonstrate Noonlight’s expertise to prospective customers within that vertical.

Who you are:

You take a proactive approach to helping our customers better solve the needs of their users, rather than waiting for them to contact us about a potential issue or improvement.

You are a relationship builder, who delights our clients and skillfully navigates both fun and challenging value-driven communications.

You are a great communicator, taking time to understand our customer’s business, the needs of their users, and then becoming an internal advocate to ensure we’re delivering the best possible solution(s).

You desire to work in an environment where your input is crucial to help shape our offerings and how we interact with existing and prospective customers.

Responsibilities:

Work with customers to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.

Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.

Translate usage data into insights that can be leveraged by our customers to deliver more valuable solutions.

Advocate customer needs/issues cross-departmentally and act as a voice of the customer across the organization.

Manage account escalations and skillfully apply what you have learned about the customer to navigate through challenges as a team.

Apply the knowledge gained from working with existing customers toward helping our sales team communicate how Noonlight can solve the needs of prospective customers who are looking to solve a similar problem.

Other duties as assigned

Requirements:

3+ years in a customer success or similar role

Comfortable with ambiguity, with a bias towards action

Ability to work effectively in a fast-paced, entrepreneurial environment

Experience supporting complex, technical products

Company Info

Noonlight combines advanced technology with real humans to protect and comfort people so they can live freely. Launched in 2013 as a mobile application, Noonlight has since grown into a connected safety platform — partnering with products and services to enable modern and affordable 24/7 professional sensor monitoring, video monitoring, false alarm filtering, and data-rich emergency response via an API. Noonlight’s technology works everywhere in the United States and Canada, allowing end users to quickly get help in any situation, without requiring a 911 call or the ability to talk or text. Noonlight was recently acquired by Alarm.com, furthering its vision of automatic safety. It continues to operate as an independent business, with the elite knowledge, benefits, and backing of Alarm.com.

For more information please visit www.noonlight.com or www.alarm.com.

Company Benefits

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, record keeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Notice To Third Party Agencies:

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com , please email your company information and standard agreement to [email protected] .

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