Customer Success Manager - Security

Purpose of the Job

The Customer Success Manager is responsible for re-engaging i-PRO's existing end customer base, building ongoing relationships with key accounts, and surfacing expansion opportunities that drive revenue growth. This role serves as the connective tissue between i-PRO's installed base and the broader sales team — ensuring that customers who have purchased i-PRO solutions remain engaged, supported, and positioned to grow with us.

Key Accountabilities

1. Opportunity Identification & Pipeline Contribution — Proactively identify expansion opportunities within the existing installed base and pass qualified leads to Account Executives with full context and a warm introduction.

2. Account Re-Engagement — Build and execute a prioritized outreach cadence across assigned accounts using SFDC reports, closed opportunity history, and tech support data to guide focus.

3. Relationship & Cadence Management — Establish and maintain regular touchpoints with reactivated accounts, serving as the customer's primary ongoing point of contact at i-PRO.

4. SFDC & Data Integrity — Maintain accurate account records in Salesforce; partner with Sales Operations on account enrichment and prioritization reporting. Outreach activity is automatically logged via Salesloft.

5. Customer Advocacy — Surface recurring issues and customer feedback internally; connect customers to technical support and i-PRO resources as needed.

6. System Optimization & Utilization — Work with existing customers to ensure they are fully leveraging their i-PRO investment. Identify underutilized features, outdated configurations, or capability gaps and coordinate with technical resources to address them, improving customer outcomes and strengthening the account relationship.

Why You Would Love This Job

Our existing customer base is one of our greatest untapped growth assets. In this role, you will be the driving force behind turning that base into an engaged, expanding community — building the relationships and processes that are foundational to i-PRO's long-term growth in the Americas.

Education & Experiences

•  3+ years in account management, customer success, or inside sales
• Demonstrated experience managing a large account portfolio independently
• Salesforce or comparable CRM experience required
• Preferred: background in physical security, low-voltage, AV/IT, or related hardware
• Preferred: familiarity with IP cameras, VMS platforms, or access control systems
• Bachelor's degree preferred; equivalent experience considered

Competencies, Skills, & Knowledge

• Relationship Building — Builds trust across contact levels from end-user to director
• Proactive Communication — Initiates and follows up consistently without being prompted
• Organization & Prioritization — Manages a broad account portfolio using data, not instinct
• CRM Discipline — Logs activity accurately; treats SFDC as the system of record
• Discovery & Curiosity — Asks good questions and connects customer needs to solutions
• Collaboration — Knows when to lead, when to support, and when to hand off to the AE
• Baseline Technical Aptitude — Comfortable learning and discussing physical security technology; able to understand IP-based systems, basic network concepts, and product use cases well enough to hold credible conversations with technically-oriented customers