Enterprise Environmental Customer Success Manager

Encamp is a company dedicated to making business practices environmentally friendly, trusted by over 200 enterprise organizations. The Enterprise Environmental Customer Success Manager will manage a portfolio of enterprise customers, ensuring they meet their environmental compliance goals while leveraging technology and cross-functional collaboration.

Responsibilities:

• Manage a portfolio of 5-10 Enterprise customers, each representing over $100K in annual recurring revenue, with varying levels of complexity, regulatory scope, and reporting obligations
• Own the customer relationship and strategic outcomes while leading cross-functional collaboration across TPMs, AEs, and Engineering to drive accountability across workstreams and proactively resolve issues before they require escalation to senior leadership
• Understand Enterprise customer goals and outcomes, staying ahead of risk and proactively driving success rather than waiting to be asked
• Follow the Enterprise playbook for customer processes and expectations to deliver a best in class customer experience, including engagement cadences that range from weekly to monthly depending on customer need
• Lead structured Relationship Business Reviews (RBRs) that drive strategic conversations and demonstrate customer value
• Own and meet Encamp's Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across your book of business
• Partner with AEs to identify expansion opportunities and flag churn risk early
• Leverage EHS industry and Encamp product expertise to become a trusted, consultative advisor to customers and their users
• Leverage internal tools including Gong, Slack, Front, and AI-powered resources to manage customer relationships, track historical context, and stay ahead of account activity
• Be the voice of the customer to provide visibility and escalations to Program Manager and other internal stakeholders
• Identify opportunities for improvement proactively and work with Customer Success Leadership to implement
• Fulfill regulatory reporting obligations on behalf of customer

Requirements:

• 3+ years experience in consulting or working on enterprise-level environmental programs
• 2+ years experience working with RCRA regulations
• Ability to use account health data and platform signals to proactively prioritize and manage a book of business
• Demonstrated ability to meet SLA expectations for responsiveness across email and chat in a customer-facing role
• Comfort leveraging AI tools and a modern tech stack to manage a complex book of business efficiently
• Experience using technology to improve efficiency in work or in personal life
• SLA responsiveness expectations are defined and should be maintained
• Meet Encamp's GRR/NRR targets
• Strong project management skills to stay organized and meet deadlines
• Strong verbal and written communication skills
• Process-oriented thinker who embraces ambiguity and works well under pressure