Customer Success Manager



An Amazing Career Opportunity for a Customer Success Manager!

Location: Austin, TX (Hybrid)                                                     

Job ID: 20586


Are you ready for exceeding new business development, building and maintaining strong and long-lasting relationships?  If so, we want to hear from you! 


Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4500 worldwide employees. Check us out here: and 


HID’s PACS Group:

As a Physical Access Control Solutions (PACS) Customer Success Manager, you will be responsible for coordinating and managing operational initiatives to HID PACS NAM customers. This is a highly collaborative position requiring excellent communication skills. The successful individual must have a proven track record of large-scale customer relationship management and will be responsible for supporting strategic operational initiatives for both HID and customers. The successful candidate will be responsible for liaising with both internal and external customers to ensure alignment and collaboration for the achievement of strategic goals. The ideal candidate has experience in the field of operations, possess excellent attention to detail, be very organized, have the ability to manage multiple assignments and excel under pressure and strict deadlines. This position will be responsible for the continuous improvement in operational initiatives and efficiency programs for HID PACS NAM. It is not a reactive position but a forward thinking one to help HID better understand how to better serve the PACS NAM customer’s operational needs, reduce HID and our customer’s costs and identify operational revenue opportunities. The person holding this role will be working directly and closely with the respective contacts of the customer, working with many cross-functional departments within HID as well as working in general with a strong focus on improving customer experience.

As our Customer Success Manager, you’ll support HID’s success by:


  • Managing customer specific operational initiatives and efficiency programs and the implementation of such programs 
  • Identifying the most effective efficient stock/inventory solutions for each account and working with HID operations team to execute the solution.
  • Coordinating the movement of accounts to new supply and logistics solutions
  • Identifying and driving services to add more value to customer procurement and supply chain contacts
  • Supporting strategic and channel sales team for operation escalations and provide solutions
  • Scorecard reporting internal as external to drive operational excellence in customers
  • Providing input for revenue forecasting
  • Driving customers Skus rationalization
  • Managing customers related projects as needed


What we will love about your background with any of the following: 


  • Thorough understanding of operational landscape and available improvement programs
  • Proven track record of developing relationships with highly matrixed organizations
  • Action oriented, ability to drive strategic initiatives throughout a cross functional organizations
  • Self-sufficient, ability to self-manage with moderate supervision
  • Strong negotiation skills, an understanding of sale forecasting and inventory management
  • Proficient at using or other CRM systems.
  • Proficient at using Oracle Analytics Cloud or similar financial reporting systems
  • Excellent problem solving, process improvement skills
  • Strong team building, collaborative skills
  • Ability to effectively communicate in the English language verbally and in writing.
  • Ability to communicate and present effectively over web-based presentations and in face-to-face meetings.
  • Additional languages a plus


Your Experience and Education include:    


  • 5+ years direct experience supporting large scale customers
  • Bachelor’s degree (or equivalent) in business, engineering, or a related field.
  • High level of organization and detail-orientation
  • Excellent track record in teamwork and customer centricity.
  • Excellent communication skills and working with cross functional groups and customers


Why apply? 


  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
  • Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.


Work Environment


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Employee works primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels.
  • For all roles with job duties that can be performed effectively both inside and outside of an HID site, local management and HR can approve, on average, 2-3 days a week working from home in line with business and team requirements. Additionally, temporary arrangements to work fully remote for up to 4 weeks per year can also be approved by the local manager and HR. An employee's direct manager has the sole discretion to select which 2 days of the week an employee may work remotely.
  • The direct manager and HR will manage individual, temporary exceptions and schedule changes to best meet employee and business requirements. Employees can also request adjustments to daily start and stop times or core hours required in the worksite with manager approval, as long as it meets the business needs.
  • The company reserves the right to end any flexible arrangement and request the employee to work standard work hours from a company worksite if deemed necessary or if the employee is unable to successfully perform their job duties.
  • Employees are expected to have the necessary equipment and workspace available to them outside the HID facility to be able to work remotely. Equipment should not be taken from an HID facility without proper tracking and approval from management. Except for the provision of standard working equipment (e.g., laptop, monitor), HID will not reimburse an employee's expenses incurred while working remotely, such as, internet, utilities, and personal cell phone, unless required by applicable law or agreed to by an employee's direct manager.


This opportunity may be open to flexible working arrangements.


HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.


We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 52,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. 

 #LI-HIDGlobal #LI-Hybrid #LI-DD1

Austin, TX, US, 78753

Sales, Marketing & Product Management
Mid-senior level

Nearest Major Market: Austin