Senior Customer Success Manager (Expansion Focus)

About Brycer

At Brycer, we believe compliance should never stand in the way of safety — it should enable it. Our flagship platform, the Compliance Engine®, has transformed how Authorities Having Jurisdiction (AHJs) and service providers manage and report life-safety inspections.

We’re more than a SaaS vendor — we are the industry leader with a proven track record of helping thousands of municipalities, fire departments, and contractors simplify compliance and strengthen public safety. With consistent year-over-year growth, national expansion, and a reputation as a trusted partner in the life-safety ecosystem, Brycer is building something special.

Joining us now means becoming part of a mission-driven team at the center of community safety — and as a Senior Customer Success Manager, you will directly influence customer outcomes, product adoption, and company growth.

The Role

We’re looking for a Senior Customer Success Manager (Senior CSM) to join our team and serve as the strategic partner for our AHJ clients. This is a high-impact, client-facing role focused not only on retention but on expansion, upsell identification, and revenue growth within the existing customer base.

This role requires someone who excels at building deep relationships, driving adoption, and consistently uncovering new opportunities to expand value. You should bring at least 3 years of sales or expansion-focused Customer Success experience with a strong record of meeting or exceeding growth targets.

Part coach, part consultant, part strategist — you’ll help AHJs get the most from the Compliance Engine® while advancing Brycer’s footprint across their organizations.

What You’ll Do

• Serve as the trusted strategic advisor to AHJs, developing strong, long-term partnerships.
• Drive seamless onboarding, adoption, and continued value realization of the Compliance Engine®.
• Lead impactful trainings, QBRs, and onsite/virtual engagements that reinforce value and uncover new opportunities.
• Own expansion and upsell motions — identifying needs, validating opportunities, and partnering with Sales to close growth within your territory.
• Proactively track customer health, mitigate risk, and maximize retention.
• Collaborate cross-functionally with Sales, Product, and Support to create exceptional and consistent customer experiences.
• Represent Brycer at industry events, conferences, and client visits (up to 25% travel).
• Provide structured, actionable insights to help guide product roadmaps and innovation.

What We’re Looking For

• 3 years of experience in Customer Success, Account Management, or Sales, with a clear record of driving expansion, upselling, or revenue growth within existing accounts.
• Proven ability to execute structured expansion and sales motions — including pipeline management, opportunity qualification, and cross-functional collaboration.
• Skilled relationship-builder who can influence at all levels, from frontline staff to senior leadership.
• Strong presenter and communicator, comfortable leading conversations across virtual and in-person formats.
• Proactive, highly organized, and motivated by goals, KPIs, and measurable outcomes.
• Experience with CRM tools (Zoho preferred), Microsoft Suite, and Gong.
• Comfortable with territory travel (approx. 25%).

Why Join Brycer?

• Be part of something bigger: Help communities stay safer while making a measurable impact on how AHJs operate.
• Join a market leader: Brycer is trusted nationwide with strong momentum and continued growth ahead.
• Shape the future: Your success will directly influence adoption, expansion, and company-wide revenue impact.
• Career-defining opportunity: As we scale, you will have room to lead, innovate, and advance.
• Work with purpose: Join a collaborative team that cares about safety, public service, and delivering exceptional results.