Enterprise Environmental Customer Success Manager

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

📋 Description

• Oversee a portfolio of 5-10 Enterprise clients, each contributing more than $100K in annual recurring revenue, with diverse levels of complexity, regulatory requirements, and reporting duties.

• Take ownership of the customer relationship and strategic results while facilitating cross-functional collaboration among TPMs, AEs, and Engineering to ensure accountability across workstreams and proactively address issues before they escalate to senior leadership.

• Comprehend Enterprise customer objectives and outcomes, anticipating risks and driving success proactively instead of waiting for requests.

• Adhere to the Enterprise playbook regarding customer processes and expectations to provide a top-tier customer experience, incorporating engagement cadences that vary from weekly to monthly based on customer needs.

• Conduct structured Relationship Business Reviews (RBRs) that foster strategic discussions and showcase customer value.

• Be responsible for achieving Encamp's Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets within your portfolio.

• Collaborate with AEs to pinpoint expansion opportunities and identify churn risks early on.

• Utilize EHS industry knowledge and Encamp product expertise to serve as a trusted, consultative advisor to customers and their users.

• Employ internal tools such as Gong, Slack, Front, and AI-driven resources to manage customer relationships, maintain historical context, and stay ahead of account activities.

• Act as the customer advocate, providing insights and escalations to the Program Manager and other internal stakeholders.

• Proactively identify areas for improvement and collaborate with Customer Success Leadership to implement them.

• Handle regulatory reporting responsibilities on behalf of the customer.

⛳️ Requirements

• Minimum of 3 years of experience in consulting or working on enterprise-level environmental programs.

• At least 2 years of experience dealing with RCRA regulations.

• Proficient in utilizing account health data and platform signals to effectively prioritize and manage a portfolio of business.

• Proven track record of meeting SLA expectations for responsiveness across email and chat in a customer-facing role.

• Comfortable using AI tools and a modern tech stack to efficiently manage a complex portfolio.

• Experience in leveraging technology to enhance efficiency in both professional and personal contexts.

• SLA responsiveness expectations are established and should be consistently upheld.

• Meet Encamp’s GRR/NRR objectives.

• Exceptional project management abilities to stay organized and meet deadlines.

• Strong verbal and written communication skills.

• Process-oriented mindset that embraces ambiguity and operates effectively under pressure.

🏝️ Benefits

• Competitive salary and benefits package, including medical, dental, vision, 401k match, and responsible Paid Time Off.

• A flexible, remote-first culture with an allowance to support your remote work setup.

• A high-end laptop provided for your use.

• Participate in our success - you will have a significant personal impact on the team and the potential to earn equity.

• Parental leave - we understand the importance of spending time with your new family!

• Sustainable 1:1s focused on your growth as an employee and in your career.

• Opportunities to gather at in-person Encamp Summits to celebrate our achievements and foster community.

• Collaborate with a talented team that shares your values and passion.