Customer Success Manager; Corporate

The Customer Success Manager (CSM) is responsible for driving adoption, retention, and expansion of Echo
360 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 work forces 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 Echo
360’s Echo system 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.

• 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 Echo
  360 solutions.
• Showcase product value and ROI through data-driven insights and strategic alignment with client goals.

• 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.

• 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 Echo
  360 and ROI on customers’ learning investment.
• Collaborate across customer organizations, driving top-down and bottom-up adoption strategies to maximize impact.

• Develop deep expertise Echo
  360’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.

• 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.

• 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 work forces.
• 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 Work Day, 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 Echo
  360’s platform and articulate value to enterprise clients.
• Proficiency with Salesforce, Gainsight, or other CRM and Customer Success platforms.
• Strong team player…