Customer Success Manager

Company:
Securitime

Job Title:
Customer Success Manager

Reports To:
Director, Customer Success

Location:
Remote, CST/EST

Company Overview

Securitime is the leading digital platform for managing complex, multi-vendor security programs. As organizations increasingly rely on multiple security providers, traditional systems often create fragmented data, inconsistent reporting, and limited visibility into program performance. Securitime's demand-driven platform eliminates these challenges by delivering standardized data, centralized oversight, and actionable business intelligence across the entire security operation.

Trusted by Fortune 500 organizations, Securitime empowers clients with greater visibility, accountability, and performance management—driving measurable and defensible return on investment (ROI). As the first and only security management software company to provide a unified platform for timekeeping, incident reporting, and advanced analytics, Securitime enables clients to monitor operations, measure vendor performance, and access critical business insights anytime through our proprietary cloud-based platform.

Our comprehensive suite of solutions helps organizations:

• Reduce administrative complexity and manual processes
• Gain actionable insights through real-time reporting and analytics
• Improve vendor accountability and operational performance
• Deliver an exceptional customer experience through data-driven decision making

Founded in 2014, Securitime has experienced significant growth while maintaining a strong financial foundation and a commitment to operational excellence. Since 2019, the company has been majority-owned by Southfield Capital, a Greenwich, Connecticut-based private equity firm. Southfield Capital has further strengthened Securitime's financial position, corporate governance, and strategic growth initiatives, enabling continued investment in innovation and customer success.

Essential Duties & Responsibilities

• Serve as thought leader, customer advocate and partner to Securitime’s most strategic customers
• Develop a trusted advisor relationship with customers to ensure that both business strategy goals and that the technical and operational timelines are aligned
• Integrate into the clients team to support adoption and optimization of the Securitime platform
• Establish and communicate each customer’s unique key performance indicators
• Serve as the ‘voice of the customer’ by providing internal feedback on how we can better serve them to maximize customer value and retention
• Monitor and respond to customer inquiries, applying internal resources, escalation, and resolution processes for critical customer issues
• Own the creation of internal and customer-facing processes, programs, and materials to improve the quality and efficiency of the Customer Success team
• Partner across internal teams to ensure that each customer need is met
• Analyze usage patterns to provide insights and guidance
• Liaise between customer and internal teams at Securitime
• Gain consensus with key customer stakeholders
• Measure the results of executed strategies
• Drive cross-functional opportunities for adoption growth
• Deliver adoption-related insights and readouts of specific customer outcomes
• Propel execution of “Success Plan” and associated customer interactions
• Identify customer resource requirements and dependencies and address gaps
• Collaborate and communicate with Sales/Support to ensure alignment on plans
• Drive transparency of current execution states for the assigned portfolio
• Subject Matter Expert on Securitime product capabilities and functionality

Qualifications & Experience

• BS or equivalent
• 5+ years of Customer Success Management experience
• 3+ years of managing a customer account
• Strong project management and program coordination skills with the ability to lead customer initiatives, manage timelines, coordinate cross-functional resources, identify risks, and drive successful customer outcomes.
• Outstanding relationship management, customer service and communication skills in a variety of forms (written, conference calls, presentations)
• Experience developing strategies to increase adoption of solutions and drive customer renewals
• Ability to prioritize tasks and initiatives in a fast-paced environment and collaborate with others to solve problems
• Proven results in working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Highly data-driven with a commitment to following established processes
• Excited about driving and tracking a consistent engagement process across an assigned customer portfolio
• Team player with the highest level of integrity who continuously seeks to improve customer experience
• Previous experience with a SaaS or enterprise software company highly desired
• Ability to multi-task and work in a fast-paced environment
• Flexibility to travel up to 30%

Why You’ll Love Working With Us

At Securitime, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:

• Purpose Driven Work
  – Every role contributes to building smarter, more secure environments
• Growth Opportunities
  – Mentorship, cross functional projects, and career development
• Collaborative Culture
  – Open communication, respect, and team first thinking
• People First Values
  – Inclusive culture and generous employee support

Benefits Include:

• Competitive compensation
• Health, Vision, Dental, and Life Insurance
• Employee Assistance Program
• FSA / HSA
• 401(k) with employer contribution
• Excellent Paid Time Off (24 days)
• Collaborative work environment (and great coffee!)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use their hands to handle or operate objects, and communicate effectively (including speaking and hearing).

The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.