Customer Success Manager

Ecotrak Facility Management Software

12d•$100,000 - $120,000

About The Position

As a Customer Success Manager, you guide customers after go-live by driving advocacy, translating customer data into decisions, and maintaining healthy accounts. You build long-term customer relationships and serve as the primary point of contact. The role combines strategic account management, project coordination, data storytelling, and cross-functional collaboration to help customers achieve their goals and improve operations. You develop success plans linked to customer goals and Ecotrak capabilities, lead regular check-ins and business reviews, monitor account health, and coordinate teams to resolve risks. You also use product usage, work-order, and asset-trend data to create ROI narratives and tailored recommendations, while providing best practices and strategic guidance on Ecotrak technology. Working closely with Support, Product, Sales, Implementation, Asset Survey, and Training teams, you help close customer issues, relay and track product feedback, support onboarding, identify expansion and renewal signals, and improve operational efficiencies across your customer portfolio.

Requirements

3–7 years of experience in a strategic customer-facing role, such as customer success management, management consulting, strategic accounts or partnerships, or multi-location operations management.
Proven ownership of a customer book, including leading executive-level meetings, engaging multiple stakeholders, and guiding change.
Ability to use Excel or Sheets and dashboards to turn data trends into business impact.
Strong organization and project management skills across multiple accounts.
Clear written and verbal communication, with the ability to tailor presentations to different stakeholder groups.
Familiarity with CRM and customer success tools such as HubSpot or Salesforce, and Gainsight or ChurnZero.
Professional, clear, kind, and direct communication style.
Ownership mindset, including following through, unblocking others, and getting work done.
Patient, approachable, and generous approach to sharing knowledge.
Willingness to experiment and improve processes, and remain calm under pressure or ambiguity.
Problem-solving ability and capacity to react and adapt.

Nice To Haves

Basic business intelligence experience.
Experience in B2B technology, restaurants, convenience, retail, facilities, or field-service environments.

Responsibilities

Build long-term relationships with customers and serve as their primary point of contact.
Create success plans that connect customer goals with Ecotrak capabilities and milestones.
Host regular customer check-ins and business reviews, gather feedback, and recommend improvements.
Monitor account health, identify risks early, and mobilize internal or external teams to resolve them.
Build customer relationships beyond their use of the platform.
Create presentations that translate product usage, work orders, and asset trends into ROI narratives for leaders.
Tailor recommendations to customers’ industries, footprints, and workflows.
Send executive recaps documenting decisions, owners, and dates.
Develop deep knowledge of Ecotrak technology and provide best practices and strategic guidance.
Partner with Support to resolve issues and reduce ticket reopens.
Relay prioritized feedback and requirements to Product, and track outcomes back to customers.
Partner with Sales on expansion signals, renewal readiness, and account strategy.
Coordinate with Implementation, Asset Survey, and Training teams during customer onboarding.
Identify and create operational efficiencies that increase advocacy across the customer portfolio.
Represent the customer’s voice internally.