Director of Account Management & Customer Success - Alarm.com

Noonlight combines advanced technology with real humans to protect and comfort people so they can live freely.  What began as an app focused on helping people walk safely from point A to point B, has since grown into a connected safety platform.  Noonlight enables modern and affordable 24/7 professional sensor monitoring, video monitoring, false alarm filtering, and data-rich emergency response via a suite of emergency APIs backing some of the smartest home, health, and lifestyle products in the IoT market and commercial security industry.

Furthering our vision of automatic safety, Noonlight recently became part of the Alarm.com family of companies.  Alarm.com is a publicly traded SaaS company with more than $800M in revenue in 2023.  More than 7.6 million home and business owners depend on Alarm.com solutions every day to make their properties safer, smarter, and more efficient.

Position Summary
As the Director of Account Management & Customer Success, you will be a key leader and revenue driver within Noonlight, responsible for building and leading a high-performing customer success team. This role is instrumental in shaping and executing our customer success strategy, driving customer satisfaction, retention, and growth. You will oversee strategic relationships with our most valuable customers, identifying opportunities to expand the usage of our solutions and advocating for customers' needs within Noonlight.

In this role, you will focus on building strong, strategic relationships that drive account growth and identify revenue-accretive opportunities. The ideal candidate is a results-oriented leader who combines a deep understanding of customer success with a passion for growing accounts, ensuring that our customer success strategy directly impacts Noonlight's revenue goals.

Key Responsibilities

• Strategic Account Planning: Develop and execute strategic account plans tailored to each customer's goals, focusing on increasing product adoption, expanding usage, and uncovering new revenue streams. Work hand-in-hand with Sales to ensure a seamless customer journey from onboarding to renewal.
• Revenue Growth: Own and drive revenue growth within Noonlight's existing customer base by identifying opportunities to expand service adoption and deepen product usage. Collaborate closely with customers to understand their evolving needs, positioning Noonlight's solutions as essential to their success.
• Business Reviews & Customer Engagement: Conduct regular business reviews with customers, including at executive levels, to showcase ROI, discuss growth opportunities, and reinforce the strategic value of Noonlight's solutions. Engage regularly with key stakeholders at all levels to align on objectives and secure buy-in for new initiatives.
• Retention & Renewal: Champion customer retention strategies that maximize contract renewals and minimize churn. Develop long-term partnerships that result in increased customer lifetime value (CLV) and net revenue retention (NRR).
• Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering teams to align on revenue targets, product enhancements, and market opportunities. Advocate for customer needs internally to drive product innovation and improve customer experiences.
• Data-Driven Insights: Leverage customer data to identify trends, assess account health, and make proactive recommendations that drive revenue. Regularly report on key metrics related to revenue growth, customer satisfaction, and adoption/organic growth.
• Team Leadership: Build and lead a high-performing customer success team. Mentor team members on best practices for account management, strategic growth planning, and customer engagement.
• Program Development: Design and implement scalable customer success programs that drive revenue growth through deeper product adoption, customer education, and value realization strategies.
• Advocacy & Voice of the Customer: Act as the voice of the customer within Noonlight, advocating for product features and improvements that drive both customer success and account expansion.

What You Bring to the Team
At Noonlight, we're passionate about creating a culture where innovation, collaboration, and a positive attitude thrive. As a growing startup, we believe every team member plays a critical role in shaping our future.

• Hands-on Leadership: Demonstrated willingness to engage in all aspects of customer success and account management, providing hands-on guidance to ensure team and customer success.
• Customer-Obsessed: Unwavering attention to customer needs, with the ability to develop tailored solutions that drive value for both Noonlight as well as our customers, build trust, and foster long-lasting relationships.
• Revenue Mindset: A competitive, revenue-focused mindset with a proactive approach to identifying and developing opportunities to drive revenue within customer accounts. Ability to shape strategies that support customer growth and retention.
• Relentless Follow-Through: Persistent and assertive in pursuing opportunities to drive customer growth and ensure that all initiatives and strategies reach their full potential.
• Expert Communication: Excellent written and verbal communication skills, capable of conveying complex ideas clearly and building trust with diverse stakeholders, including executive-level customers.
• Creative Problem Solver: A flexible thinker who designs innovative solutions based on customer needs rather than adopting a one-size-fits-all approach.
• High EQ: Strong interpersonal skills to thrive in a high-touch, agile environment. Demonstrates emotional intelligence and the ability to build relationships across cross-functional teams.

Required Skills & Qualifications

• 8+ years in customer success, account management, or related roles within the SaaS or IoT industry, with a proven track record of driving revenue growth and achieving growth targets. 3+ years in a leadership role is preferred.
• Strong understanding of recurring revenue models, CLV, NRR, and growth strategies.
• Demonstrated success in expanding accounts and driving strategic revenue growth.
• Ability to develop strategic account plans that align customer success initiatives with revenue generation. Experience managing high-value customer relationships to deliver impactful results.
• Analytical mindset with experience using data to inform decision-making, identify growth opportunities, and track revenue-related metrics.
• In-depth knowledge of SaaS models, customer lifecycle management
• Preferred but not required: experience in the IoT, security and life safety (or related) industries.
• Proficiency with CRM and customer success software to manage accounts, track customer health, and drive engagement.
• Bachelor's degree or advanced degree preferred.

What We Offer:

• Competitive base salary with commission and performance bonuses.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Opportunities for career growth and development in a fast-growing tech company.

For more information, please visit www.noonlight.com or www.alarm.com.

COMPANY INFORMATION

At Noonlight, an Alarm.com company, our mission is to protect and comfort people so they can live freely. What began as an app focused on helping people walk safely from point A to point B, is now a suite of emergency response APIs backing some of the smartest home, health, and lifestyle products in the IoT market and upgrading the commercial security industry.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

ALARM.COM 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 contract positions, record keeping 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.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

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.