Encamp

Customer Success Manager

• 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

Enterprise Environmental Customer Success Manager