Customer Success Manager

Ecotrak Facility Management; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

FSA

Dental Insurance

Vision Insurance

Life Insurance

401(k) match

Unlimited PTO

Paid holidays

Team-building events

Company Swag

Job summary

Ecotrak Facility Management is seeking a Customer Success Manager to guide customers post go-live, turning data into actionable decisions and maintaining healthy accounts so operations run smoothly. You will build strong relationships and serve as the primary contact, driving advocacy and renewal readiness.

You’ll coordinate with Support, Product, and Sales to close feedback loops, tailor recommendations, and craft ROI-focused narratives.

Qualifications

• 3–7 years in a strategic customer-facing role (CSM, management consulting, strategic accounts, multi-location ops).
• Proven ownership of a customer book: exec-level meetings, multi-threading stakeholders, 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 – tailor presentation styles to stakeholders.
• Familiarity with CRM and CS tooling (Hubspot/Salesforce, Gainsight/ChurnZero); basic BI a plus.
• Bonus: experience in B2B technology, restaurants, convenience, retail, facilities, or field-service environments.

Responsibilities

• Build clear success plans that tie customer goals to Ecotrak capabilities & milestones.
• Host regular check-ins and business reviews with customers – to gain feedback and provide recommendations.
• Monitor account health, flag risks early and mobilize teams to resolve.
• Get to know customers personally – building a connection beyond the platform.
• Build presentations turning usage, work orders, and asset trends into ROI narratives.
• Tailor recommendations to fit customer reality—industry, footprint, workflows.
• Send clean executive recaps with decisions, owners, and dates to maintain momentum.
• Develop deep understanding of Ecotrak’s technology to provide best practices.

Skills

Customer-facing

Relationship management

Data storytelling

Excel dashboards

CRM tools

Hubspot

Salesforce

Gainsight

ChurnZero

B2B knowledge

Tools

Hubspot/Salesforce

Gainsight/ChurnZero

Job description

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

• 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 main people 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.
• Medical, FSA, Dental, Vision, and Life insurance
• 401(k) with 4% match
• Unlimited PTO
• Paid holidays
• Company Swag & Team-building events
• Opportunities for career growth
• More listed at Ecotrak.com/careers

As part of our commitment to compliance with federal regulations, Ecotrak uses E-Verify to verify the employment eligibility of all employees.