Principal Customer Success Manager Jobs in Decatur, GA

Description

REPORTS TO: SVP, Customer Success

EyeQ Monitoring is a rapidly growing, technology-enabled security and business intelligence company transforming how businesses protect their people, property, and operations. Through a combination of live video monitoring, proactive intervention, and intelligent technology, EyeQ helps customers prevent incidents before they escalate while delivering a higher standard of service, insight, and partnership.

The Customer Success Manager (CSM) plays a key role in owning the post-go-live customer relationship and ensuring customers achieve the intended value of their investment over time. This role is responsible for driving ongoing customer engagement, success planning, protection optimization, use-case adoption, and renewal readiness across assigned accounts.

You'll serve as a strategic partner and day-to-day relationship owner for customers while working cross-functionally with Customer Support, Security Operations, Onboarding, Technical Services, Field Services, Project Management, and Sales. This role is equal parts relationship management, operational coordination, and value storytelling-requiring someone who can build trust, lead proactive conversations, identify risk, and translate service activity into a clear narrative around customer outcomes and long-term success.

 At EyeQ Monitoring, our culture is built on four core values that guide how we work, hire, and grow: 

• Trusted Partnerships - We build relationships that last through transparency, reliability, and care
• Build to Last - We create scalable, sustainable solutions that stand the test of time
• Take the Hill - We move with urgency, grit, and accountability to win together
• Enjoy the Journey - We celebrate progress, have fun, and bring energy to everything we do

Responsibilities

• Own the post-go-live customer relationship and success plan, including onboarding transition, persona validation, success criteria alignment, and engagement cadence
• Drive proactive customer communications and business reviews, including regular touchpoints, QBRs/EBRs, and proactive updates on risks or key service events
• Manage ongoing site protection design optimization through audits, recommendations, and coordination of updates to rules, zones, threat levels, and escalation paths
• Coordinate re-onboarding, training, and adoption efforts to address turnover, process changes, or underutilization
• Monitor support experience and assist with escalations by tracking trends, partnering with internal teams, and ensuring clear customer communication
• Translate service activity into customer value by turning operational data and engagement into clear, outcome-driven narratives
• Lead renewal readiness, retention risk management, and expansion identification through strong documentation, planning, and customer alignment

Requirements

•  Bachelor's degree or equivalent practical experience
• 3-7+ years in Customer Success, Account Management, Client Services, Operations, or similar customer-facing role
•  Experience managing ongoing customer relationships in a technology-enabled service, SaaS, security, or monitoring environment
• Strong communication skills, including executive-facing verbal and written communication
• Demonstrated ability to coordinate across cross-functional teams and drive action without direct authority
• Experience leading business reviews, success planning, or renewal preparation
• Ability to interpret operational data and translate it into customer-friendly insights and recommendations
• Strong organizational skills with the ability to manage multiple accounts and priorities

Preferred Qualifications

• Experience in physical security, remote monitoring, SaaS, or managed services environments
• Familiarity with full customer lifecycle management from implementation through renewal
• Experience working with technical, operations, and support teams in a complex environment
• Comfort using CRM systems, support tools, and structured playbooks
• Experience supporting multi-site customers and multiple stakeholder personas