Senior Customer Success Manager - NAM
About The Position
The North American Customer Success team supports a portfolio of strategic customers across multiple industries, helping organizations achieve measurable business outcomes through improved safety, compliance, operational excellence, and sustainability programs. As EcoOnline's primary growth market, North America presents significant opportunities for customer expansion, value creation, and strategic partnership. The team is evolving its approach to executive engagement, account planning, commercial ownership, customer value realization, and AI-enabled productivity. This role will play an important part in helping drive that evolution.
Requirements
- 5+ years of experience in Customer Success, or a related SaaS customer-facing role.
- Proven success managing complex mid-market and enterprise customer relationships.
- Experience owning renewal, retention, adoption, and expansion outcomes.
- Demonstrated ability to engage senior stakeholders and executive sponsors.
- Strong experience leading strategic business reviews or Executive Value Reviews.
Responsibilities
- Own and develop relationships across a portfolio of strategic customers.
- Build success plans aligned to customer business outcomes.
- Drive customer adoption, maturity, and long-term value realization.
- Conduct Executive Value Reviews and strategic planning sessions.
- Engage confidently with Director, VP, and executive-level stakeholders.
- Translate operational outcomes into measurable business impact.
- Identify, position, and develop cross-sell and upsell opportunities.
- Partner with Account Executives and Renewals teams to drive expansion and retention.
- Maintain accurate account forecasts and plans.
- Collaborate closely with Product, Support, Professional Services, Sales, Renewals, Finance, and Leadership teams.
- Advocate for customer needs and influence internal priorities.
- Leverage AI and modern productivity tools responsibly to improve customer outcomes and effectiveness.
- Maintain high standards of CRM hygiene, forecasting accuracy, account planning, and customer documentation.
- Contribute best practices that improve team performance and scalability.
Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
