Ecotrak Facility Management Software-posted 3 months ago
Full-time • Mid Level
51-100 employees

As a Client Success Manager, you are the steady guide for clients after go-live—driving advocacy, translating their data into decisions, and keeping accounts healthy so operations run smoothly & operators become advocates. You will build long-term relationships with clients, serving as their primary point of contact.

  • Build clear success plans that tie customer goals to Ecotrak capabilities & milestones
  • Host regular check-ins and business reviews with clients – to gain feedback on the success plan & provide recommendations on how to improve
  • Monitor account health, flagging risks early and mobilizing the right teams (internal or external) to resolve
  • Get to know clients personally – building a connection outside of just the platform
  • Build presentations that turn product usage, work orders, and asset trends into ROI narratives leaders understand
  • Tailor recommendations to fit the client’s reality—industry, footprint, workflows
  • Send clean executive recaps with decisions, owners, and dates that keep momentum
  • Develop a deep understanding of Ecotrak’s technology to provide best practices and strategic guidance
  • Partner with Support to close loops on issues and reduce ticket re-opens
  • Work with Product to relay prioritized feedback & requirements; track outcomes back to clients
  • Identify expansion signals and renewal readiness in partnership with Sales
  • Coordinate closely with the Implementation, Asset Survey, & Training teams during the client onboarding process
  • Identify & create operational efficiencies that raise advocacy across your book of business
  • Be the voice for the client internally
  • 3–7 years in a strategic client-facing role (i.e. CSM, Management Consulting, Strategic Accounts/Partnerships, multi-location Operations Manager)
  • Proven ownership of a customer book: running exec-level meetings, multi-threading stakeholders, and guiding change
  • Data storytelling chops: Excel/Sheets & dashboards to turn trends into business impact
  • Strong organization & project management across multiple accounts
  • Crisp written & verbal communication – able to tailor presentation styles to different stakeholder groups
  • Familiarity with CRM and CS tooling (Hubspot/Salesforce, Gainsight/ChurnZero); basic business intelligence a plus
  • Experience in B2B technology, restaurants, convenience, retail, facilities, or field-service environments
  • Medical, FSA, Dental, Vision, and Life insurance
  • 401(k) with 4% match
  • Tuition reimbursement
  • Unlimited PTO
  • 11 Paid holidays
  • Company Swag & Team-building events
  • Opportunities for career growth
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