At a Glance
- Tasks: Engage with customers, drive growth, and build strategic relationships.
- Company: Join Brivo, a leader in cloud-based security solutions.
- Benefits: 28 paid holidays, company swag, and a supportive team culture.
- Other info: Dynamic environment with opportunities for professional growth and innovation.
- Why this job: Make a global impact while accelerating your career in customer success.
- Qualifications: 2-5 years in Customer Success or Sales, with strong relationship-building skills.
The predicted salary is between 47250 - 57750 £ per year.
The Customer Success Account Manager (CSAM) is a dynamic role dedicated to actively engaging with end-user customers, validating the value of our solutions, and driving sustainable growth through strategic expansion. This is an exciting opportunity to own your account strategy, build meaningful connections with executives and users, and deliver measurable impact. You will gain deep experience that prepares you to accelerate your career and pursue future leadership opportunities in customer experience or sales.
Key Responsibilities
- Strategic Account & Revenue Ownership: Own a high-value portfolio, managing initiatives to meet or exceed NRR and RMR targets. Drive deep product adoption and quantifiable value realization (ROI) to ensure long-term retention and account health.
- Trusted Executive Advisory: Serve as the primary post-sale relationship lead, fostering long-term partnerships with C-suite and executive stakeholders. Lead quarterly strategy sessions (EBRs) to align product capabilities with the customer’s long-term business and financial objectives.
- Commercial Growth & Pipeline Development: Proactively identify, qualify, and execute on expansion opportunities (upsell/cross-sell). Partner closely with Sales teams to leverage account context and historical performance to secure renewals and influence new pipeline generation.
- Organizational Advocacy & Innovation: Act as the internal voice of the customer, synthesizing deep account insights, usage trends, and market feedback to drive continuous improvement in product roadmap, messaging, and service delivery.
- Accelerated Professional Growth: Operate with full autonomy to master account strategy, executive engagement, and complex negotiation. Leverage this experience to sharpen your commercial and leadership acumen, positioning yourself for future advancement in Customer Experience or Sales.
Qualifications
- Professional Background: 2-5 years in Customer Success, Account Management, or Sales/Business Development, with a proven track record in high-growth SaaS or technology environments.
- Commercial & Value Selling Acumen: Demonstrated expertise in value-based selling methodologies, with a history of driving expansion, upsell/cross-sell, and new business pipeline generation.
- Portfolio Ownership: Proven ability to manage, forecast, and grow a complex book of business autonomously, consistently meeting or exceeding revenue and retention (NRR/RMR) targets.
- Strategic Advisory Skills: Exceptional executive presence; comfortable engaging, presenting, and negotiating with C-suite and senior stakeholders to align business outcomes with technical solutions.
- Strategic Support: Experience navigating complex organizational structures to resolve customer challenges, acting as both an advocate for the customer and a driver of internal product improvements.
- Technical & Operational Competency: Strong business acumen with high proficiency in CRM (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight); domain experience in Physical Security or SaaS technology is a major plus.
Why Work for Us?
Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.
Why Your Work Matters
Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.
The Brivo Experience: We thrive on in-person collaboration and a 'one-team' atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products.
Total Rewards:
- Diverse team with 20+ nationalities;
- 28 paid holidays yearly, including bank holidays;
- Company equipment for work use;
- Enrollment in the local collective pension plan via our partner in the UK 3 months after the starting date;
- Company swag and a business casual scale-up work atmosphere;
- Once or twice a year a stunning company day;
Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.
Customer Success Account Manager in London employer: Brivo
Brivo is an exceptional employer, offering a dynamic work environment in London that fosters innovation and collaboration. With a commitment to employee growth, we provide extensive benefits including 28 paid holidays, a diverse team culture, and opportunities to work on cutting-edge AI-driven security solutions that have a global impact. Join us to be part of a mission-driven company where your contributions are valued and your career can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Brivo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Brivo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Brivo:Your cover letter is your chance to shine! Tell us why you want to work at Brivo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Brivo!
How to prepare for a job interview at Brivo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
