Customer Success Manager

Who We Are at Our Core

At Ecotrak, we truly care about making life easier for the people who keep facilities running. That’s why, through our SaaS product, we’re trying to change the way repair & maintenance is done - with more automated equipment tracking, proactive insights, and warranty execution.

We’re a team that believes in building strong relationships and getting things done right with our customers-facilities leaders, service providers, and everyone dedicated to keeping operations smooth and steady.

As we say around here, we care for the people using our technology just as much as we care about making it.

If you’re ready to join a crew of hard-working, down-to-earth people trying to rapidly change an industry for the better, you’ll fit right in.

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 mainpeople 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.