TL;DR
Customer Success Manager II: Drive customer outcomes, retention, and expansion for larger customer accounts with an accent on success planning, engagement strategy, and long-term value realization. Focus on managing complex customer environments while influencing outcomes across multiple stakeholders.
Location: Remote (US)
Company
ECI Software Solutions helps businesses grow by providing cloud and on-premises enterprise resource planning (ERP) software.
What you will do
- Own a portfolio of larger, higher-complexity customer accounts totaling approximately $2M in ARR.
- Serve as the primary point of contact for customers with higher expectations and more complex success needs.
- Develop and execute customized success plans, including maturity modeling and outcome tracking.
- Lead monthly customer meetings and formal QBRs with executive and operational stakeholders.
- Monitor adoption, engagement, and value realization metrics to ensure customers achieve measurable business outcomes.
- Act as a strong internal advocate for customers, ensuring issues, risks, and opportunities are addressed effectively.
Requirements
- Bachelor’s Degree in business, engineering, or a related field.
- 3 – 5 years of experience in Customer Success, Account Management, or a similar customer-facing role.
- Proven experience managing complex, high-touch customer relationships.
- Experience working with manufacturers or industrial technology customers strongly preferred.
- Executive-level communication and presentation skills.
- Ability to travel to industry and department events 5-10 times per year.
Culture & Benefits
- Fast-paced, evolving, high-growth environment.