Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture long-term relationships with customers as the main point of contact.

• Develop success plans that align customer objectives with Ecotrak’s capabilities and key milestones.

• Conduct regular customer check-ins and business reviews to ensure satisfaction.

• Monitor the health of accounts, identify potential risks early, and engage internal or external teams to address concerns.

• Create presentations that convert product usage, work orders, and asset trends into compelling ROI narratives.

• Customize recommendations based on each customer’s industry, operational scope, and workflows.

• Provide executive summaries that outline decisions made, responsible parties, and timelines.

• Gain in-depth knowledge of Ecotrak’s technology to offer best practices and strategic insights.

• Collaborate with the Support team to resolve issues and minimize ticket reopenings.

• Communicate prioritized customer feedback and requirements to the Product team and monitor the results.

• Identify opportunities for expansion and assess renewal readiness in conjunction with Sales.

• Work in tandem with Implementation, Asset Survey, and Training teams during the onboarding process.

• Discover and implement operational efficiencies that enhance customer advocacy.

• Act as the internal representative for the customer.

⛳️ Requirements

• 3–7 years of experience in a strategic customer-facing position, such as Customer Success Manager, management consulting, strategic accounts/partnerships, or multi-location operations management.

• Demonstrated ownership of a customer portfolio, including conducting executive-level meetings, engaging multiple stakeholders, and leading change initiatives.

• Proficiency in Excel/Sheets and dashboard tools for effective data storytelling.

• Strong organizational skills and project management abilities across several accounts.

• Excellent written and verbal communication skills, with the ability to adapt presentation styles for various stakeholder groups.

• Familiarity with CRM and customer success tools, including HubSpot/Salesforce and Gainsight/ChurnZero.

• Basic understanding of business intelligence is an advantage.

• Experience in B2B technology, restaurants, convenience stores, retail, facilities, or field-service sectors is a plus.

• Professional demeanor with clear, considerate, and straightforward communication.

• An ownership mindset with a capability to follow through and assist others in overcoming obstacles.

• Patient, approachable, and generous in teaching others.

• Openness to experimentation, process improvements, and maintaining composure under pressure and uncertainty.

• Strong problem-solving skills with the ability to respond and adapt effectively.

• Must fulfill employment eligibility criteria verified through E-Verify.

🏝️ Benefits

• Medical insurance

• Flexible Spending Account (FSA)

• Dental insurance

• Vision insurance

• Life insurance

• 401(k) plan with a 4% company match

• Tuition reimbursement

• Unlimited Paid Time Off (PTO)

• Paid holidays

• Company merchandise

• Team-building activities

• Opportunities for career advancement