About Us

Hakimo is an AI-driven startup revolutionizing physical security with remote guarding solutions. Our platform leverages advanced AI to monitor customer sites through intelligent camera systems, providing real-time alerts and ensuring safety and security. As we scale, we are looking for a dedicated Customer Success Manager to drive customer satisfaction, retention, and growth.

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Role Overview

The Customer Success Manager (CSM) is responsible for nurturing and managing relationships with key customers, ensuring they maximize the value of Hakimo’s platform. You will be the customer’s advocate—providing ongoing support, hunting for expansion revenue, and collaborating with cross-functional teams to deliver an exceptional customer experience. This role is crucial to ensuring long-term customer satisfaction, retention, and expansion opportunities.

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Key Responsibilities

• Account Management: Build strong relationships with assigned customer accounts, ensuring ongoing communication and proactive engagement to address any concerns or needs.
• Customer Advocacy: Serve as the voice of the customer within Hakimo, advocating for customer needs and working closely with product, engineering, and operations teams to address them..
• Performance Monitoring: Track key performance metrics for each customer, provide regular reports on system performance, and recommend strategies to optimize security outcomes.
• Retention & Growth: Identify opportunities for upselling or cross-selling additional services or features, aiming to increase customer retention and expansion.
• Issue Resolution: Act as the primary point of contact for managing customer relationship, coordinating with internal teams such as solutions engineers and support engineers.
• Feedback & Improvement: Gather feedback from customers and work closely with product and engineering teams to ensure continuous improvement of the Hakimo platform.
• Training & Support: Conduct training sessions, demos, and workshops to help customers and their teams fully utilize Hakimo’s solutions.
• Customer Engagement: Organize regular business reviews to evaluate progress, discuss future needs, and ensure alignment on goals.
• Account Renewals: Proactively manage the renewal process by engaging customers well in advance of contract expiration, identifying risks, and ensuring a smooth and successful renewal.
• Drive Revenue Growth: Partner closely with Sales to identify and execute expansion opportunities across the customer base. This includes uncovering new use cases, adding locations, increasing monitoring coverage, and ensuring customers adopt high-value features that strengthen security outcomes and contribute to Hakimo’s annual recurring revenue (ARR) growth.

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Qualifications

• Experience: 3–5 years of experience in customer success, account management, or a similar role, preferably in SaaS or AI-driven technology.
• Technical Skills: Familiarity with AI, security systems, or surveillance technology is a plus. Experience with NVR systems, cameras, and related technical setups is beneficial.
  
• Customer-Centric: Proven ability to build and maintain strong customer relationships and advocate for their needs.
  
• Project Management: Strong project management skills to handle multiple customer accounts and ensure timely deployment and support.
  
• Problem-Solving: Excellent troubleshooting skills with a proactive and solution-oriented mindset.
  
• Communication: Exceptional verbal and written communication skills, with the ability to explain complex technical details clearly.
  
• Collaboration: Ability to work cross-functionally with engineering, product, and operations teams to deliver a seamless customer experience.

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Bonus Experience

• Experience with Asana, Google Sheets, Slack, and other project-tracking tools.
  
• Background in physical security or SaaS solutions.
  
• Startup experience is a significant plus.

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Benefits

• Competitive salary and equity options.
  
• Health, dental, and vision insurance comparable to the large tech companies.
  
• Flexible work arrangements.
  
• Opportunities for learning, growth, and professional development.

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How To Apply

Please mention the job title and your name in the subject line and submit your resume to careers@hakimo.ai

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