Customer Success Manager (Corporate-01.2026)

Echo360 Inc•Youngstown, OH

7h•$80,000 - $100,000•Remote

About The Position

The Customer Success Manager (CSM) is responsible for driving adoption, retention, and expansion of Echo360 products and services within large-scale corporate enterprise accounts. This role focuses on building deep relationships with corporate Learning & Development (L&D), IT, and Operational leaders in companies managing extensive remote workforces that experience high employee churn and/or labor shortages. The ideal candidate will have experience supporting enterprise clients across key industries, including QSR, retail, grocery, hospitality, manufacturing, transportation, construction, healthcare, life sciences, publishing, media, technology, financial services, insurance, or business services. The CSM serves as a strategic advisor, ensuring enterprise clients maximize the value of Echo360’s Echosystem through tailored solutions that align with their business objectives. Success in this role requires a deep understanding of enterprise-scale operations, remote workforce/high churn challenges, and industry-specific training and compliance needs.

Requirements

Bachelor’s degree (preferred); graduate degree a plus.
Minimum of 5 years of experience in:
Consultative sales, account management, or customer success within enterprise SaaS environments.
Supporting enterprise clients in industries with large, distributed, and high-turnover workforces.
Learning & Development (L&D), workforce training, or corporate compliance solutions (preferred).
Deep understanding of enterprise technology ecosystems, particularly LMS, workforce management, and compliance training platforms.
Strong working knowledge of SCORM, HRIS platforms such as WorkDay, and LMS systems such as Cornerstone.
Exceptional verbal and written, presentation and communication skills with the ability to engage executive stakeholders.
Technically savvy, able to quickly master Echo360’s platform and articulate value to enterprise clients.
Proficiency with Salesforce, Gainsight, or other CRM and Customer Success platforms.
Strong team player with the ability to collaborate across sales, marketing, and product teams.
Willingness to travel as needed to support enterprise clients.
Strategic: Aligns customer success goals with company objectives.
Data-Driven: Able to analyze and generate insights based on usage and market metrics.
Customer-Centric: Focused on end-to-end customer satisfaction and success.
Tech-Savvy: Understands SaaS operations and product value delivery.
Intellectually Curious | Bias for Action & Results | Quick Study | Active Listener

Responsibilities

Account Management & Renewals: Proactively own and manage a portfolio of enterprise accounts, ensuring strong relationships at all levels of the organization.
Proactively drive and execute customer retention and renewal strategies, mitigating churn and ensuring continued adoption of Echo360 solutions.
Showcase product value and ROI through data-driven insights and strategic alignment with client goals.
Enterprise Relationship Development: Serve as the primary point of contact for corporate enterprise clients, fostering strong, long-term partnerships.
Engage regularly with L&D, IT, and Operational stakeholders to understand evolving needs, compliance requirements, and workforce challenges.
Conduct quarterly business reviews, providing actionable insights and performance data to senior leadership.
Strategic Customer Engagement: Proactively analyze client usage patterns and operational data to identify opportunities for engagement and expansion.
Proactively provide strategic guidance to enterprise clients, developing customized adoption plans that support business objectives.
Proactively and continuously establishing and communicating the business value of Echo360 and ROI on customers’ learning investment.
Collaborate across customer organizations, driving top-down and bottom-up adoption strategies to maximize impact.
Product Expertise & Enablement: Develop deep expertise in Echo360’s product suite, effectively demonstrating its value for enterprise training, compliance, and workforce engagement.
Stay informed about industry trends, compliance regulations, and technology advancements relevant to enterprise training and workforce management.
Lead product training sessions and champion adoption strategies tailored to industry-specific use cases.
Data Analysis & Performance Reporting: Monitor and analyze customer usage data, providing strategic recommendations to improve adoption and optimize workforce training effectiveness.
Deliver regular performance reports to enterprise clients, highlighting key metrics, adoption trends, and ROI.
Conduct quarterly business reviews covering platform usage, support trends, and strategic alignment.

Benefits

Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.

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