Customer Success Manager (CSM)

Company Overview

Belfry is a venture-backed, seed-stage software company based out of NYC on a mission to make our lives safer with the most modern operating system for security guard services companies. Security services are a $50 billion industry in the United States alone, serving to protect individuals and important assets, yet the industry has lacked intuitive, modern software for effective management of security workforce and operations.

Role Overview

We’re looking for a Customer Success Manager to guide our customers in the security guard industry to unlock the full potential of Belfry. As a high-touch persona, you’ll blend strategic partnership, proactive engagement, and keen analytics to drive retention and expansion, while ensuring maximal client retention and advocacy. The ideal candidate will be highly dynamic, versatile and have worked as a CSM in high growth, early-stage startup before.

What You'll Own

Your primary responsibility is ensuring high client satisfaction, retention, advocacy, and expansion across your book of business. To do so, you will:

• Be the trusted partner for your accounts - guiding customers throughout their lifecycle
• Lead Customer Objective Reviews (CORs), expansion opportunities and manage renewals with a confident, consultative approach
• Drive adoption and product engagement - monitor customer health, identify risks early and turn challenges into satisfaction wins.
• Support exciting growth - surface expansion opportunities and facilitate upsells.
• Champion customer feedback - relay actionable insights to Product, Sales & Engineering to help shape Belfry's platform expansion.
• Serve as a subject matter expert, drawing on Belfry's unique security industry capabilities to proactively advise customers on workflow improvements.

Qualifications

• Previous experience in a customer-facing role, preferably in B2B software or technology sales.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders.
• Comfortable working with various CRM or CSM tools (Hubspot, Vitally, Gong, etc.)
• Excitement to work with and impact small business across the country
• AI Forward - strong adoption of AI platforms. General comfort with prompting best-practices and adapting workflows to AI tools.
• Startup experience (Series A / Series B) is a strong plus
• Data and analytical skills are a strong plus
• Exceptional problem-solving abilities
• A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively
• Strong sense of ownership and a desire to contribute to the growth and success of a startup

Benefits

• Competitive Salary
• An incredible team with fantastic experience and track record
• Equity in a high growth start-up w/ a clear path to significant outcomes
• Fully covered healthcare, dental, and vision coverage
• Unlimited PTO (and strong encouragement to use it!) + 11 paid holidays

Exciting challenges lie ahead. Let’s get to work!