Strategic 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

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.