Junior Customer Success Officer assisting self - employed individuals with tax questions and support via multiple communication channels. Collaborating with teams to enhance user experience in a startup environment.
About the role
- Senior Customer Success Manager managing strategic customer portfolios for EcoOnline's platform in a hybrid working model. Focused on retention, adoption, and value creation with strategic customers.
Responsibilities
- 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.
Requirements
- 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.
Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
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