Customer Success Manager II

ECI Software Solutions is focused on driving customer outcomes, retention, and expansion for high-touch customer accounts. The Customer Success Manager will act as a trusted advisor, managing complex customer environments and ensuring long-term value realization while collaborating with various internal teams.

Responsibilities:

• Own a portfolio of larger, higher-complexity customer accounts totaling approximately $2M in ARR
• Serve as the primary point of contact for customers with higher expectations and more complex success needs
• Develop and execute customized success plans, including maturity modeling and outcome tracking
• Lead monthly customer meetings and formal QBRs with executive and operational stakeholders
• Own retention outcomes by proactively identifying and mitigating churn risk
• Identify same-site and multi-site growth opportunities and partner with Sales to generate Customer Success Qualified Leads (CSQLs)
• Monitor adoption, engagement, and value realization metrics to ensure customers achieve measurable business outcomes
• Collaborate closely with Sales, Product, Support, and Implementation teams to align strategy and execution
• Act as a strong internal advocate for customers, ensuring issues, risks, and opportunities are addressed effectively
• Capture strategic customer feedback to inform product roadmap and continuous improvement initiatives

Requirements:

• Bachelor's Degree
• 3 – 5 years
• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Proven experience managing complex, high-touch customer relationships
• Ability to travel to industry and department events 5-10 times per year
• Executive-level communication and presentation skills
• Strong stakeholder management and relationship-building capabilities
• Analytical mindset with the ability to translate data into actionable insights
• Ability to negotiate, influence, and guide customer decision-making
• Highly organized with the ability to manage complex, multi-threaded accounts
• Proficiency with SaaS platforms, CRM systems, and modern productivity tools
• Comfortable operating in a fast-paced, evolving, high-growth environment
• Degree Focus: Business, engineering, or a related field
• Experience working with manufacturers or industrial technology customers strongly preferred