About Us

At Hakimo, we are transforming the physical security industry with AI-powered solutions that help organizations seamlessly monitor, manage, and respond to security events. Our platform integrates advanced machine learning and analytics to modernize traditional security operations into intelligent, proactive systems. 

Backed by $32M in total funding from Vertex Ventures, Zigg Capital, Neotribe Ventures, Rocketship.vc, and Carrier Ventures, Hakimo has tripled its customer base across multifamily apartments, car dealerships, construction sites and Fortune 500 enterprises.

Role Overview

The CSM is accountable for three KPIs across a book of business: expansion, retention, and churn save. The role partners closely with Account Executives on shared accounts — CSMs own post-sale relationships, adoption, and retention, while collaborating with AEs on expansion plays, renewal strategy, and account planning. CSMs are the primary customer-facing contact and the internal voice of the customer.

Key Responsibilities

• Proactive outreach: regular customer check-ins, QBRs, renewal conversations
• Inbound customer requests, including some support-adjacent issues
• Customer calls on Zoom and phone — multiple per day during heavy stretches
• Logging and maintaining expansion opportunities in Pipedrive
• Partnering with AEs on shared accounts: joint planning, renewal motions, expansion strategy, intel sharing
• Keeping customer records and account context current and accurate
• Internal meetings and cross-functional projects — product feedback, process improvements, playbook building
• Travel for onsite customer visits and trips to HQ (~10–15%)

Accountability

• Expansion — net new revenue from existing accounts
• Retention — gross retention across the book
• Churn save — measurable recovery of at-risk accounts

Qualifications

• 3+ years in customer success, account management, or a customer-facing role at a B2B company (SaaS, hardware-software, or industrial tech preferred)
• Track record of hitting retention and expansion targets
• Experience working alongside AEs on shared accounts
• Startup mentality — comfort with ambiguity, willingness to build rather than inherit processes, and pace that doesn't ease up as the company grows
• Strong communication skills across different stakeholders — customers, engineers, security chiefs, IT professionals, and more
• Proactive approach, strong follow-through, default-to-action
• Bonus: physical security, IoT, or experience selling into ops, security, or facilities leaders

What to expect

• The pace is fast and the work is broad — the cost of building a CS function at a company scaling quickly. People energized by ownership, hard problems, and visible impact do well here as we do not have fully established playbooks (yet!)

What the role offers

• Real ownership of a function that matters to the business
• Equity in a company that's going somewhere
• Comprehensive health and wellness benefits
• Unlimited PTO
• A small but growing team that relies on feedback, transparency, and constant communication 
• Direct access to leadership and the chance to shape CS at Hakimo for years to come

Logistics

• Fully remote from US East Coast Time Zone location
• 10–15% travel — split between customer onsite visits and trips to HQ
• Reports to Manager of Customer Success

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.

How To Apply

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