Strategic Customer Success Manager & Data Storyteller

Ecotrak; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Ecotrak is seeking a Customer Success Manager to guide customers post go-live, turning data into decisions and keeping accounts healthy so operations run smoothly. You will build relationships, deliver strategic insights, and coordinate with Support, Product, and Sales to drive renewals and advocacy.

You will lead executive-level conversations, tailor guidance to customer realities, and develop ROI-focused narratives that demonstrate value at scale.

Qualifications

• 3–7 years in a strategic customer-facing role (e.g. 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 – 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

Responsibilities

• Build clear success plans linking customer goals with 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 the right teams to resolve
• Get to know customers personally – building a connection outside of just the platform
• Build presentations turning usage, work orders, and asset trends into ROI narratives for leaders
• 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 and strategic guidance
• Coordinate with Support to close loops, relay feedback to Product, identify expansion signals with Sales
• Collaborate with Implementation, Asset Survey, & Training teams during onboarding
• Identify & create operational efficiencies that raise advocacy across your book of business
• Be the voice for the customer internally

Skills

Customer success

Relationship building

Data storytelling

Communication

CRM tooling

Project management

Cross-functional

Tools

HubSpot

Salesforce

Gainsight

ChurnZero

Job description

Ecotrak is seeking a Customer Success Manager to guide customers post go-live, turning data into decisions and keeping accounts healthy so operations run smoothly. You will build relationships, deliver strategic insights, and coordinate with Support, Product, and Sales to drive renewals and advocacy.

You will lead executive-level conversations, tailor guidance to customer realities, and develop ROI-focused narratives that demonstrate value at scale.