Customer Success Manager, North America

The Customer Success Manager (CSM), NA leads account, relationship management, and renewals after the initial sale of Echo360 products and services for higher education and corporate enterprise accounts. The CSM works closely with colleagues in sales and marketing to drive adoption, retention, expansion, and overall customer success with Echo360.  

The CSM will focus on adoption and renewal of the Echo360 product portfolio (Echosystem) as the key driver of customer satisfaction and retention. 

Primary CSM accountabilities include:  

1. Actively promoting new product offerings and features to accelerate adoption and drive usage growth,

2. Managing and renewing existing account relationships, 

3. Maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the North America region.  

This position is FULLY REMOTE, we will consider candidates who are located in many, but not all, states within the United States and prefer that CSMs are based near a major metropolitan area in the US. Candidates must be eligible to work in the United States for any employer. 

Characteristics of the person succeeding in this role: 

Drive: positive, optimistic person who thrives in a high performing, execution-centric, high velocity (fast) team culture 

Accountability:  do what it takes attitude and detail-oriented nature 

Strategy: ability to think strategically, aligning company and customer goals 

Customer-Centric : mindful of the end-to-end customer experience, journey, and needs.

Servant-Leader: an expert in capabilities, orientied to serve.

Collaboration & communication: engaging, energized, well-spoken in verbal and written form. Ability to work cross functionally within the organization. 

Tech savvy  - understanding of how a SaaS company operates and delivers value to customer use cases.  

Requirements

 The principal responsibilities of this role include: 

 Renewals:  

• Drive retention and renewability of all customers in your territory/region reducing customers churn and protecting revenue.  
• Showcase the value and ROI of our platform to clients, ensuring their continued satisfaction.  

 Relationship Management:  

• Serve as the primary point of contact for a portfolio of Echo360 customers, fostering strong relationships and acting as a trusted advisor.  
• Regularly engage with clients to understand their needs, challenges, and opportunities, and provide proactive support and solutions.  
• Conduct regular check-ins to gather feedback, measure satisfaction, and address any concerns escalating issues to senior management for visibility and action.  

 Strategic Guidance:  

• Analyze client data and usage patterns to identify opportunities for enhancing product use, identifying …