Senior Customer Success Manager - NAM

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

Salary shown is base only.

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.

Key Responsibilities:

Strategic Customer Management

• 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.

Executive Engagement

• Conduct Executive Value Reviews and strategic planning sessions.

• Engage confidently with Director, VP, and executive-level stakeholders.

• Translate operational outcomes into measurable business impact.

Commercial Growth

• 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.

Cross-Functional Leadership

• Collaborate closely with Product, Support, Professional Services, Sales, Renewals, Finance, and Leadership teams.

• Advocate for customer needs and influence internal priorities.

Operational Excellence & AI

• 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.

What we're looking for:

• 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.

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

• Generous Paid Time Off

• Extended Parental Leave

• ❤️‍ Robust Health Coverage

• Accelerated Learning Paths

• ‍♂️Team Wellness Initiatives

• Company-wide Events

• Employee Resource Groups

• ⭐️ Recognition awards

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

This job posting is for an existing vacancy.  

While EcoOnline may occasionally partner with professional recruitment agencies, we will never ask or require candidates to pay for CV writing, career coaching, recruitment services or any part of our hiring process .

If you are contacted by someone claiming to represent EcoOnline and are unsure whether the opportunity is legitimate, please exercise caution and verify the communication through our official careers page or by contacting us directly.

At EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation. AI is used only as an administrative support tool. All candidate assessments and hiring decisions are made by trained recruiters and hiring managers. We are committed to handling personal information responsibly and in line with applicable privacy regulations.

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