Senior Customer Success Manager
About this role
<p><strong>Want to be a part of a company that’s making a difference?</strong></p><p>We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver<strong> </strong>solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.</p><p>🌍 <strong>Impact:</strong> A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.</p><p>💡 <strong>Innovation: </strong>Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.</p><p>📈 <strong>Growth: </strong>Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.</p><p><strong>We're on a mission to protect people and the planet </strong>by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.</p><p><a target="_blank" href="https://www.ecoonline.com/careers/">Our culture code</a>, a set of principles that underpins our values, is our commitment to each other and working better together.</p><p><strong>Join EcoOnline and be part of a mission dedicated to driving positive change.</strong> Read on to learn more about the opportunity and how you can have a positive impact!</p><p><strong><br>About the Role</strong></p><p>We’re looking for a Senior Customer Success Manager to manage and grow a portfolio of EcoOnline’s most strategic Enterprise customers across the UK & Ireland.</p><p>In this role, you’ll act as a <strong>trusted advisor to your customers</strong>, helping them realise long-term value from EcoOnline’s platform while building strong, multi-threaded relationships across complex organisations.</p><p>You’ll take ownership of the <strong>customer lifecycle and value delivery</strong>, ensuring adoption, engagement, and measurable outcomes. You’ll also play a key role in identifying growth opportunities and partnering with Sales to support renewals and expansion.</p><p>Your focus will be on <strong>retention, adoption, and value creation</strong>, with commercial success following from strong customer outcomes and effective collaboration.</p><p><strong>Note:</strong> This is a hybrid role, with an expectation of 2–3 days per week in our London office</p><p><strong>Key Responsibilities:</strong></p><ul><li><p>Manage a portfolio of Enterprise customers</p></li><li><p>Build strong relationships with multiple stakeholders, including senior leaders</p></li><li><p>Develop a deep understanding of customer goals, challenges, and success metrics</p></li><li><p>Drive adoption, value realisation, and long-term customer outcomes</p></li><li><p>Lead Executive Value Reviews and strategic customer conversations</p></li><li><p>Identify risks early and support retention and renewal efforts</p></li><li><p>Spot cross-sell and upsell opportunities and partner with Sales to progress them</p></li><li><p>Act as the voice of the customer, sharing insights with Product and internal teams</p></li><li><p>Maintain clear account plans and CRM data</p></li></ul><p><strong>What we're looking for:</strong></p><ul><li><p>Ideally you will have 5+ years’ experience in Customer Success, Account Management, or a similar role within a SaaS environment</p></li><li><p>Proven experience managing complex, enterprise-level accounts with multiple stakeholders</p></li><li><p>Strong track record of driving <strong>retention, renewals, and expansion</strong></p></li><li><p>Experience owning or supporting <strong>commercial outcomes (NRR, renewals, upsell/cross-sell)</strong></p></li><li><p>Comfortable operating in long-term, relationship-driven environments</p></li><li>&l