Echo360

Customer Success Manager

The Customer Success Manager (CSM), NA leads account, relationship management, and renewals after the initial sale of Echo360 products and services for higher education accounts.
The CSM works closely with colleagues in sales and marketing to drive adoption, retention, expansion, and overall customer success with Echo360.
The CSM will focus on adoption and renewal of the Echo360 product portfolio (Echosystem) as the key driver of customer satisfaction and retention.
Primary CSM accountabilities include:
Actively promoting new product offerings and features to accelerate adoption and drive usage growth,
Managing and renewing existing account relationships,
Maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the North America region.
This position is FULLY REMOTE, we will consider candidates who are located in many, but not all, states within the United States and prefer that CSMs are based near a major metropolitan area in the US. Candidates must be eligible to work in the United States for any employer.
Characteristics of the person succeeding in this role: Drive: positive, optimistic person who thrives in a high performing, execution-centric, high velocity (fast) team culture
Accountability: do what it takes attitude and detail-oriented nature
Strategy: ability to think strategically, aligning company and customer goals
Customer-Centric: mindful of the end-to-end customer experience, journey, and needs.
Servant-Leader: an expert in capabilities, orient to serve.
Collaboration & communication: engaging, energized, well-spoken in verbal and written form. Ability to work cross functionally within the organization.
Tech savvy - understanding of how a SaaS company operates and delivers value to customer use cases.

Customer Success Manager, Higher Education