Customer Success Manager

Your Role In Keeping Things Running:

As a Customer Success Manager, you are the steady guide for customers after go-live—driving advocacy, translating their data into decisions, and keeping accounts healthy so operations run smoothly & operators become advocates.

Build long-term relationships with customers, serving as their primary point of contact.

What You’ll Get Done:

Build A Strong Partnership

• Build clear success plans that tie customer goals to Ecotrak capabilities & milestones
• Host regular check-ins and business reviews with customers – 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 customers personally – building a connection outside of just the platform

Be the Strategic Project Manager & Data Storyteller

• Build presentations that turn product usage, work orders, and asset trends into ROI narratives leaders understand
• Tailor recommendations to fit the customer'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

Coordinate Cross-Functionally & Improve the Machine

• 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 customers
• Identify expansion signals and renewal readiness in partnership with Sales
• Coordinate closely with the Implementation, Asset Survey, & Training teams during the customer onboarding process
• Identify & create operational efficiencies that raise advocacy across your book of business
• Be the voice for the customer internally

What You’ll Bring to the Crew

In experience:

• 3–7 years in a strategic customer-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
• Bonus: experience in B2B technology, restaurants, convenience, retail, facilities, or field-service environments

In intangibles:

• Professional presence with a “be real” communication style—clear, kind, and direct
• Ownership mindset: you follow through, unblock others, and get sh*t done
• Teacher’s mindset: patient, approachable, and generous with know-how
• Willingness to experiment & improve the playbook; calm under pressure/ambiguity
• Problem-solving excitement with the ability to react & adapt

Who You’ll Work With

In this role, the main people you’ll be working with are:

• Customer Success Team Lead – who you’ll report to
• Customer Experience Team (i.e. Implementation, Support, Asset Surveys) – to keep customers moving along in their journey to advocacy
• Product Team - to relay feedback and close the loop on improvements
• Sales Team - to align on renewals, upsell opportunities, and account strategy

Why You’ll Love Working With Us

• You’ll work with down-to-earth people, always looking to help one another.
• You’ll work at a company where your growth is in your control – no politics here!
• Your work will directly impact the success & growth of the company – you’re not just a cog in the machine.

Benefits:

• Medical, FSA, Dental, Vision, and Life insurance
• 401(k) with 4% match
• Tuition reimbursement
• Unlimited PTO
• Paid holidays
• Company Swag & Team-building events
• Opportunities for career growth
• More listed at Ecotrak.com/careers

Salary: 100k - 120k

As part of our commitment to compliance with federal regulations, Ecotrak uses E-Verify to verify the employment eligibility of all employees.