Customer Success Manager

About Us

EcoMap Technologies is an AI-powered solution that enables ecosystem builders to understand, manage, and scale their entrepreneurial ecosystems. Our platform drives the interaction of people, ideas, and resources, unlocking meaningful insights for our customers. By creating more connected ecosystems, we empower our clients to grow and demonstrate economic impact. We are committed to delivering exceptional value to our customers and fostering long-term partnerships that drive mutual success. As we grow, we are seeking a Customer Success Manager to help us strengthen customer relationships and drive positive outcomes.

Role Overview

As a Customer Success Manager, you will be responsible for managing relationships with half of our customer base. You will work closely with cross-functional teams to ensure customer satisfaction, retention, and growth. Additionally, you will play a key role in shaping the direction of our product by leveraging insights from customer relationships. Your ability to build strong relationships, understand customer needs, and advocate for their success internally will be essential to your success in this role.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of customers, managing relationships with professionalism and care.
• Understand each customer’s goals, challenges, and success metrics to deliver tailored solutions that drive long-term value.
• Conduct regular check-ins, strategic conversations, and business reviews to ensure proactive engagement and satisfaction.
• Guide customers through a seamless journey from onboarding to renewal, ensuring time-to-value is optimized.
• Manage simultaneous implementations, ensuring tasks are assigned and completed on time and key stakeholders are kept informed.
• Track and manage customer health using defined KPIs such as NPS, adoption rates, and retention metrics.

Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, and Support teams to deliver a cohesive and unified customer experience.
• Share customer feedback and insights with internal teams to inform product improvements and innovation.
• Collaborate with Sales to uncover growth opportunities and support upsell or cross-sell strategies.
• Work closely with the Product team to align customer needs with roadmap priorities and evolving market trends.

Customer Advocacy & Success

• Act as the internal voice of our customers, ensuring their needs are prioritized and addressed across the organization.
• Mitigate churn and improve retention by identifying risks early and implementing effective resolution strategies.
• Promote customer success stories to support marketing initiatives and build community engagement.
• Stay informed on industry trends, competitive landscape, and customer use cases to provide strategic guidance and best practices.

Process Improvement & Scalability

• Contribute to building and refining scalable customer success processes, resources, and playbooks.
• Continuously evaluate the customer journey to identify areas for optimization and greater efficiency.

Qualifications

• 5–8 years of experience in customer success, account management, or a similar customer-facing role, preferably in a SaaS or tech environment.
• Excellent communication and interpersonal skills with the ability to build trust, navigate complex conversations, and maintain strong client relationships.
• Proven ability to collaborate cross-functionally and influence stakeholders without direct authority.
• Excellent organizational and project management skills.
• Strong problem-solving skills with a strategic, customer-first mindset.
• Proficient in CRM tools (e.g., Hubspot, Salesforce) and comfortable working with data to inform decisions.
• Tech fluency is sufficient to diagnose bugs/UX issues, write useful bug reports, and work with the engineering team to triage issues.
• Demonstrated ability to manage multiple customer accounts, prioritize effectively, and stay organized in a fast-paced environment.
• Track record of contributing to customer retention, satisfaction, and growth through proactive engagement and solution-oriented thinking.
• Experience conducting business reviews, onboarding new clients, and delivering product value over time.
• Confident presenting to both technical and non-technical audiences, with strong facilitation and communication skills.
• Passion for customer advocacy and alignment with a mission-driven, customer-focused culture.
• Willingness to continuously learn, adapt to evolving tools and processes, and share best practices with peers and junior team members.