Managing Consultant, Customer Success

Libryo, an ERM Group Company, is a global SaaS platform focused on Environmental, Health, and Safety law compliance. They are seeking a Customer Success Manager to manage customer relationships and drive platform adoption across North America and Latin America, ensuring high-quality service and identifying growth opportunities.

Responsibilities:

• Serve as the primary point of contact for all assigned customers in North and Latin America
• Build and maintain strategic relationships with senior stakeholders, user groups, and decision-makers across large multinational organizations
• Represent the voice of the customer internally to ensure customer needs are heard and prioritized
• Lead end-to-end delivery of customer onboarding and implementation projects, coordinating with internal teams (e.g., Legal Content, RIDE, and Product) to deliver on time and to spec
• Work with key stakeholders to map customer-specific rollouts (global or phased), track milestones, communicate progress with customers, and resolve blockers proactively
• Contribute to implementation playbooks and best practice guides to scale future delivery
• Take full ownership of renewal planning and execution, including pricing alignment, contract coordination, and commercial positioning for their allocated customer portfolio and region
• Monitor and improve customer health and adoption through data, feedback, and regular business reviews
• Anticipate and mitigate risks that could lead to churn through proactive engagement and problem-solving
• Identify and support growth opportunities, including cross-sell, upsell, and feature expansion across accounts
• Support proposal creation and commercial scoping efforts in collaboration with relevant stakeholders to enable account expansion
• Track and report on account growth potential using insights from platform engagement, stakeholder behavior, and evolving needs
• As a senior member of the Customer Success team, you will be expected to develop deep expertise across Libryo’s full suite of tools, including the Libryo Platform, Libryo Research, and ERM Assess
• Collaborate with internal stakeholders (Legal, Product, Support, Customer Intelligence) to ensure each customer receives seamless, aligned service
• Participate in customer health reviews, product feedback loops, and ongoing support escalations when needed
• May manage and mentor junior Customer Success team members, contributing to team strategy and development
• Deliver Quarterly Business Reviews (QBRs) with strategic insight, platform metrics, and tailored recommendations
• Maintain CRM hygiene in HubSpot, ensuring accurate tracking of org structures, usage data, and renewal timelines
• Provide input to internal reporting (e.g., churn forecasting, customer health scores, and CS dashboards)
• Develop deep knowledge of the Libryo platform and associated tools to support effective onboarding, training, and engagement
• Assist in collecting and analyzing customer feedback and reviewing internal workflows to improve the end-to-end customer journey

Requirements:

• Fluent in English (additional languages is a huge plus, particularly Spanish)
• Bachelor's degree in business, legal, environmental sciences, or a related discipline. A legal background is a strong advantage
• 5+ years of customer success/account management experience in a B2B SaaS, compliance, legal-tech, or ESG space
• Demonstrated success managing strategic enterprise accounts and driving customer growth and renewals
• Proven ability to lead complex customer implementations, manage cross-functional projects, and navigate senior stakeholder relationships
• Exposure to international accounts, with an understanding of NA/LATAM business contexts and cultural nuance
• Strong command of HubSpot, Salesforce, ClickUp, Excel/Sheets, and reporting/BI tools (PowerBI is a plus)
• Experience managing or mentoring junior team members or working in a leadership pod structure