Job Details

The Customer Success Manager (CSM) is responsible for driving adoption, retention, and expansion of Echo360 products and services within large-scale corporate enterprise accounts. This role focuses on building deep relationships with corporate Learning & Development (L&D), IT, and Operational leaders in companies managing extensive remote workforces that experience high employee churn and/or labor shortages. The ideal candidate will have experience supporting enterprise clients across key industries, including QSR, retail, grocery, hospitality, manufacturing, transportation, construction, healthcare, life sciences, publishing, media, technology, financial services, insurance, or business services.

The CSM serves as a strategic advisor, ensuring enterprise clients maximize the value of Echo360's Echosystem through tailored solutions that align with their business objectives. Success in this role requires a deep understanding of enterprise-scale operations, remote workforce/high churn challenges, and industry-specific training and compliance needs.

Requirements

The Primary Responsibilities for this role included:

Account Management & Renewals:

• Proactively own and manage a portfolio of enterprise accounts, ensuring strong relationships at all levels of the organization.
• Proactively drive and execute customer retention and renewal strategies, mitigating churn and ensuring continued adoption of Echo360 solutions.
• Showcase product value and ROI through data-driven insights and strategic alignment with client goals.

Enterprise Relationship Development:

• Serve as the primary point of contact for corporate enterprise clients, fostering strong, long-term partnerships.
• Engage regularly with L&D, IT, and Operational stakeholders to understand evolving needs, compliance requirements, and workforce challenges.
• Conduct quarterly business reviews, providing actionable insights and performance data to senior leadership.

Strategic Customer Engagement:

• Proactively analyze client usage patterns and operational data to identify opportunities for engagement and expansion.
• Proactively provide strategic guidance to enterprise clients, developing customized adoption plans that support business objectives.
• Proactively and continuously establishing and communicating the business value of Echo360 and ROI on customers' learning investment.
• Collaborate across customer organizations, driving top-down and bottom-up adoption strategies to maximize impact.

Product Expertise & Enablement:

• Develop deep expertise in Echo360's product suite, effectively demonstrating its value for enterprise training, compliance, and workforce engagement.
• Stay informed about industry trends, compliance regulations, and technology advancements relevant to enterprise training and workforce management.
• Lead product training sessions and champion adoption strategies tailored to industry-specific use cases.

Data Analysis & Performance Reporting:

• Monitor and analyze customer usage data, providing strategic recommendations to improve adoption and optimize workforce training effectiveness.
• Deliver regular performance reports to enterprise clients, highlighting key metrics, adoption trends, and ROI.
• Conduct quarterly business reviews covering platform usage, support trends, and strategic alignment.

The ideal candidate for this role will have/be:

• Bachelor's degree (preferred); graduate degree a plus.
• Minimum of 5 years of experience in:
• Consultative sales, account management, or customer success within enterprise SaaS environments.
• Supporting enterprise clients in industries with large, distributed, and high-turnover workforces.
• Learning & Development (L&D), workforce training, or corporate compliance solutions (preferred).
• Deep understanding of enterprise technology ecosystems, particularly LMS, workforce management, and compliance training platforms.
• Strong working knowledge of SCORM, HRIS platforms such as WorkDay, and LMS systems such as Cornerstone.
• Exceptional verbal and written, presentation and communication skills with the ability to engage executive stakeholders.
• Technically savvy, able to quickly master Echo360's platform and articulate value to enterprise clients.
• Proficiency with Salesforce, Gainsight, or other CRM and Customer Success platforms.
• Strong team player with the ability to collaborate across sales, marketing, and product teams.
• Willingness to travel as needed to support enterprise clients.

Key Attributes:

• Strategic: Aligns customer success goals with company objectives.
• Data-Driven: Able to analyze and generate insights based on usage and market metrics.
• Customer-Centric: Focused on end-to-end customer satisfaction and success.
• Tech-Savvy: Understands SaaS operations and product value delivery.
• Intellectually Curious | Bias for Action & Results | Quick Study | Active Listener |

This role is ideal for a proactive, results-driven professional who thrives in high-performing, execution-focused environments and is passionate about driving enterprise-level customer success.

Additional Job Details:

This position is FULLY REMOTE; we will consider candidates who are located in many, but not all, states within the United States. For US-based positions, candidates must be eligible to work in the United States for any employer.

The base salary range for this position is $80,000 - $100,000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work.

About Echo360:

Echo360 is the global leader who delivers the transformative power of learning for both education and business through the EchosystemTM , the world's first Learning Transformation PlatformTM. The Echosystem is an interoperable, modular end-to-end suite of solutions enabling transformative learning experiences grounded in principles of equity, engagement, and evidence. Learn more about Echo360 at www.echo360.com.

We're looking for individuals who can support our DNA:

Maniacally Mission Driven - We embrace our roles as agents of transformation: enabling the kind of inspired learning that changes people's lives.

Massively Collaborative – We support each other and work together for the greater good. By joining forces, our collective potential is mighty.

Relentlessly Inventive - We see the potential to deliver breakthrough solutions and are empowered to deliver them.

Moving at the speed of Bright - Velocity is something we put at the core of everything we do. Not only because technology is moving fast, but because our learners are moving even faster.

Benefits

Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.

Echo360 does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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