Director, Customer Success

Director, Customer Success 

Who We Are

OpenEye delivers intelligent cloud video technology to help people live, work, and learn. Combining powerful cloud-managed video with AI-based video analytics, OpenEye Web Services (OWS) uncovers insights that strengthen security and improve operations. See the next opportunity to secure and scale smart environments and enhance experiences for businesses and organizations everywhere with an intelligent and aware cloud video platform. OpenEye’s solutions are available globally through a trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com. Learn more at www.openeye.net.

OpenEye is seeking a Director of Customer Success to join our growing team.

The Director of Customer Success will be a strategic visionary that will build and elevate our Customer Success department. This role is uniquely positioned to leverage insights from enterprise accounts to drive customer retention, enhance revenue growth, and embed customer success directly into our innovative products, creating an exceptional experience for all OpenEye customers. Reporting directly to the Vice President of Global Sales, this position is pivotal in transforming customer interactions into scalable, in-product support solutions. 

Role and Responsibilities

• Define and communicate a compelling vision and strategic direction for the Customer Success department, aligned with company objectives and dedicated to delivering world-class service. 

• Lead, grow, and empower a high-performing Customer Success team through hiring, continuous training, mentorship, and professional development. 

• Develop and implement scalable processes, robust frameworks, and impactful metrics to enhance customer engagement, satisfaction, and retention.

• Maintain continuous oversight of customer health, including the development of customer service KPI’s, strategically managing relationships to ensure consistent retention and revenue growth. 

• Develop deep partnerships with key clients and channel partners, fostering customer advocacy and loyalty. 

• Serve as a key liaison, proactively identifying and resolving customer issues through cross-functional collaboration with sales, product and sales engineering, ensuring solutions are scalable across OpenEye’s entire customer base. 

• Lead and Supervise OpenEye’s Partner Success Team and Initiatives.
• Collaborate with Marketing and Product teams to develop and implement targeted training programs and materials for channel partners to ensure they are knowledgeable about OpenEye solutions.

• Provide ongoing support and resources to channel partners to help them succeed in specific markets and verticals. 

• Implement and optimize training content delivery platforms, prioritizing impactful, accessible, and scalable educational resources embedded directly into OpenEye solutions. 
• Leverage training initiatives to enhance customer adoption, drive satisfaction, and maximize ROI, with a clear focus on scalability and product integration. 

Qualifications

• 10+ years in Customer Success, including 5 years in a leadership role. 

• Bachelor’s degree in Business, Technology, or related field; Master’s degree preferred. 

• Background in physical or cybersecurity sectors, with strong technical understanding. Experience in VSaaS strongly preferred.

• Proven capability to drive revenue, customer satisfaction, and retention at scale. 

• Outstanding interpersonal skills, adept at building trust and loyalty across diverse stakeholders. 

• Demonstrated success in creating scalable customer success processes, KPI’s and frameworks. 

• Inspirational leadership style, combining entrepreneurial drive with team empowerment and accountability. 

• Strong cross-functional collaboration skills with marketing, sales, sales engineering, and product, aligning departmental initiatives with broader organizational objectives. 

• Excellent verbal and written communication skills, capable of articulating complex strategies clearly to diverse audiences. 

 

The Perks! 

• The base pay range for this opportunity is $90,000 - $150,000 annually depending on experience. In addition, this position is eligible for an annual commission plan.
• Relocation package available for qualified applicants.
• Employees are eligible to purchase company stock at a discounted rate
• Collaborative, fun, creative culture where idea sharing is encouraged
• Casual dress (Jeans are welcome!)
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k
• Company paid short-term/long-term disability, AD&D and life insurance
• Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
• Paid maternity and paternity leave
• Pet Insurance
• Free annual membership to Care.com
• Free access to the Headspace app for you and up to five friends and family members.
• 7 Paid Sick/Wellness days per year
• 9 Paid Holidays per year
• Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
• Employee Equipment Program – Free Alarm.com system for your home!

OpenEye 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 positions, recordkeeping 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.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 RecruitingPartnerships@Alarm.com