Own and grow a portfolio of strategic customers
Manage a defined book of customers with a strong emphasis on long-term retention and partnership.
Act as the primary point of contact and escalation for your accounts.
Develop deep understanding of each customer’s goals, challenges, and success measures.
Drive value, adoption, and outcomes
Lead customers through their lifecycle, from onboarding and adoption to optimisation and renewal.
Facilitate Executive Value Reviews (EVRs) / strategic business reviews to demonstrate impact and progress.
Ensure customers are realising measurable value from EcoOnline’s solutions.
Identify and position growth opportunities
Proactively identify cross-sell and upsell opportunities by understanding customer needs and platform gaps.
Build expansion pipeline and partner closely with Sales to progress and close opportunities.
Support renewals with a strong focus on Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
Collaborate across the business
Work closely with Sales, Renewals, Product, Support, Implementation, and Finance teams.
Act as the voice of the customer, feeding insights into product and go-to-market discussions.
Maintain accurate account plans, forecasts, and CRM hygiene.

5+ years’ experience in Customer Success, Account Management, or similar role within a SaaS environment
Proven experience managing complex customer accounts with multiple stakeholders
Strong track record of retention, renewal, and expansion through value-led engagement
Comfortable operating in long-term, relationship-driven environments (not transactional selling)
Ability to engage credibly with senior stakeholders, including Director and VP-level contacts
Strong commercial awareness, with experience supporting renewals and expansion motions
Confident communicator with a consultative, customer-first approach
Experience using tools such as Salesforce and customer success platforms (e.g. Planhat) is an advantage
Experience within EHS, HSEQ, ESG, compliance, or regulated industries is helpful but not required.

Senior Customer Success Manager

Key skills