Senior Manager of Customer Success

Who you are

• Bachelor’s degree with 7+ years of progressive experience in Customer Success, Account Management, or Management Consulting within a B2B SaaS environment
• 3+ years of direct people management experience
• Proven track record of owning and expanding a multi-million dollar book of business, with direct accountability for metrics like Gross Retention Rate (GRR), Net Retention Rate (NRR), and adoption targets
• Prior experience working with or within the Quick-Service Restaurant (QSR), retail, convenience store, or Loss Prevention/Asset Protection industries is highly desirable
• Demonstrated ability to recruit, coach, and scale a high-performing team of Customer Success Managers. You know how to elevate a team from reactive support to proactive, strategic advisors
• Exceptional communication and presentation skills with the ability to build trust and negotiate confidently with C-level executives, franchisees, and business owners
• Strong ability to collaborate seamlessly with Sales, Product, and Technical Support teams to act as the "Voice of the Customer," ensuring client feedback actively shapes product roadmaps and company strategy
• Strong analytical skills with the ability to interpret complex data (such as point-of-sale data, audit metrics, and platform usage) to prove tangible ROI and drive actionable business outcomes for clients
• Advanced proficiency in CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero) to track team performance, forecast churn, and build scalable playbooks
• Ability to quickly understand and speak intelligently about Envysion's cloud-based video security hardware, software, and POS integration capabilities
• Bachelor’s degree with 6+ years of progressive experience in Customer Success, Account Management, or Management Consulting

What the job involves

• As the Senior Manager of Customer Success, you will be the driving force behind Envysion’s post-sale customer journey.
• You will lead a high-performing team of Customer Success Managers (CSMs), designing and executing strategies that ensure our QSR, retail, and convenience store clients maximize the value of their cloud-based video and analytics platforms
• You will own the overall customer relationship lifecycle, transforming everyday users into lifelong advocates while driving measurable business outcomes across four key pillars:
• Design, implement, and iterate on a comprehensive Customer Success strategy that aligns with Envysion’s broader business goals and customer health initiatives
• Hire, coach, and mentor a team of CSMs. Transform the team from reactive problem-solvers into proactive, trusted advisors who deeply understand loss prevention, store operations, and product ROI
• Build and refine scalable, data-led lifecycle playbooks (onboarding, adoption, QBRs, renewals) using tools like Salesforce, Gainsight, or Outreach to ensure consistent, white-glove service across the entire customer base
• Take direct accountability for portfolio health and key financial metrics, specifically targeting Gross Retention Rate (GRR) and Net Retention Rate (NRR)
• Develop early-warning systems and health scores to identify at-risk accounts. Lead the team in designing targeted intervention strategies and executive-level rescue plans to secure renewals
• Partner closely with Sales and Account Management to identify and execute on upsell and cross-sell opportunities, seamlessly integrating growth motions into the everyday customer journey
• Establish and track core sentiment metrics, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Create feedback loops to continuously improve the customer experience
• Build a robust customer advocacy engine. Nurture relationships with C-level executives and key stakeholders to develop strong brand ambassadors, generating case studies, testimonials, and industry references
• Serve as the executive sponsor for high-value strategic accounts, participating in critical Executive Business Reviews (EBRs) and acting as the final point of escalation for complex customer challenges
• Act as the internal champion for our clients. Synthesize user data, feedback, and feature requests to directly influence the Product and Engineering roadmaps
• Foster strong alignment between Sales, Marketing, Implementation, and Technical Support to ensure a frictionless customer experience from the moment a deal is closed through deployment and long-term adoption

The application process

• Accepting applications between August 2026 and October 2026

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans