[Hiring] Customer Success Manager @Ecotrak Facility Management Software

Role Description

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.

Qualifications

• 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.

Requirements

• 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

• 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.

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.