Customer Success Manager

Customer Success Manager

Noonlight combines advanced technology with real humans 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, has since grown into a connected safety platform.  Noonlight enables modern and affordable 24/7 professional sensor monitoring, video monitoring, false alarm filtering, and data-rich emergency response via a suite of emergency APIs backing some of the smartest home, health, and lifestyle products in the IoT market and commercial security industry.

Furthering our vision of automatic safety, Noonlight recently became part of the Alarm.com family of companies.  Alarm.com is a publicly traded SaaS company with more than $800M in revenue in 2023.  More than 7.6 million home and business owners depend on Alarm.com solutions every day to make their properties safer, smarter, and more efficient.

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 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.
• Focus on key accounts, ensuring they receive the highest level of service and support, while identifying opportunities for revenue generation and growth.
• Develop and execute strategies to increase customer satisfaction, retention, and expansion within our key accounts, driving both customer success and revenue growth.

Who you are:

• Proactive Problem Solver: 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.
• Relationship Builder: You are a relationship builder, who delights our clients and skillfully navigates both fun and challenging value-driven communications.
• Effective Communicator: 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).
• Strategic Contributor: 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:

• Customer Success Management: Ensure that customer success metrics are met, and that customers are achieving their desired outcomes and experiencing significant value from Noonlight’s solutions.
• Customer Goal Setting and Achievement: Work with customers to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.
• Strategic Advising: Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Insight Translation: Translate usage data into insights that can be leveraged by our customers to deliver more valuable solutions.
• Advocacy: Advocate customer needs and act as a voice of the customer across the organization and with product teams to influence the product roadmap.
• Account Management: Manage account escalations and skillfully apply what you have learned about the customer to navigate through challenges as a team.
• Sales Support: 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.
• Revenue Generation: Identify and capitalize on opportunities to drive revenue growth within key accounts.
• Communication: Maintain regular communication with key accounts to understand their needs, provide updates, and gather feedback to continuously improve our offerings.
• Perform other duties as assigned.

Requirements:

• 3+ years in a customer success or similar role
• Experience managing key accounts and driving revenue growth through customer success initiatives
• Comfortable with ambiguity, with a bias towards action
• Ability to work effectively in a fast-paced, entrepreneurial environment
• Experience supporting complex, technical products
• Bachelor’s degree or advanced degree preferred

What We Offer:

• Competitive base salary with commission and performance bonuses.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Opportunities for career growth and development in a fast-growing tech company.

COMPANY INFORMATION

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 contract 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.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

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].