Customer Success Manager - Sustainability & Product Footprints
Ecochain TechnologiesAbout Ecochain
Ecochain empowers companies to make an ongoing sustainable impact on our planet. Our SaaS platform helps product manufacturers calculate, share, and act on the environmental footprint of their products—quickly, credibly, and at scale.
We serve Construction Products and Industrial Equipment manufacturers and other industries across Europe, helping them navigate complex LCA/EPD compliance requirements (CSRD, ESPR, EPBD) while building in-house sustainability capabilities.
With ~50 employees and growing fast, we're looking for a Customer Success Manager to drive retention, and customer outcomes.
The Role
As a Customer Success Manager, you'll own the full customer lifecycle for 300-400 accounts—from onboarding through renewal. Your mission: ensure customers achieve measurable outcomes (LCAs, EPDs, compliance readiness) while driving predictable retention.
This is a hands-on role in a lean, high-impact team. You'll follow proven playbooks while having ownership of outcomes. Ideal for someone who wants to:
Grow in Customer Success and develop end-to-end lifecycle skills
Take on responsibility quickly in a fast-paced scale-up
Make a direct impact on climate change by helping manufacturers decarbonize their products
What You'll Do
Lead customer onboarding: Guide new accounts through Ecochain's onboarding journey; accelerate time-to-value
Drive product adoption: Ensure customers complete key milestones and actively use the platform
Own renewals: Proactively secure retention 90+ days before contract end (target: ≥90% gross retention)
Monitor customer health: Use health scoring framework to track risks and opportunities; escalate early
Act as voice of the customer: Share structured insights with Product, Sales, and Advisory teams
Who's a Great Fit
You're Great If:
Purpose-driven: Genuinely motivated by climate impact and helping companies succeed sustainably
Proactive CS mindset: You spot churn risk early and identify upsell opportunities without waiting for customers to ask
Data-driven: You use health scores, usage analytics, and CRM data to prioritize accounts and forecast renewals
Consultative communicator: You build trust with customers and act as a trusted advisor, not just an account manager
High ownership: You take responsibility for outcomes (retention, expansion, customer success), not just activities
Adaptable: You thrive in scale-ups—comfortable with ambiguity, following playbooks while improving them
Culture match: You embody We Care, We Share, We Empower—supportive, transparent, and empowering
You're Not a Fit If:
Reactive only: You wait for customers to complain before engaging
Activity-focused: You log calls and send emails but don't drive measurable outcomes (retention, NRR, expansion)
Rigid: You struggle with scale-up pace or resist following proven playbooks
Transactional: You treat Customer Success as "support work" instead of strategic relationship management
No sustainability interest: You're just looking for "another SaaS job" without genuine climate motivation
Remote-only: This role is hybrid (Amsterdam-based) and requires regular office presence, especially during onboarding and team collaboration
What We Offer
Impact & Purpose:
Your work directly contributes to solving climate change at scale
Help manufacturers navigate complex LCA/EPD compliance (CSRD, ESPR, EPBD)
Enable companies to decarbonize their products and meet sustainability commitments
Structure + Ownership:
Proven playbooks to follow (onboarding, expansion, health monitoring)
Freedom to improve processes and own outcomes
Full lifecycle exposure: onboarding → adoption → renewal → expansion
Growth & Development:
Clear path to Senior CSM
Dynamic international team with strong values (We Care, We Share, We Empower)
Exposure to cutting-edge sustainability regulations and LCA methodologies
Flexibility & Compensation:
Hybrid work model (Amsterdam-based with remote flexibility)
€53,000 - €67,000 OTE (base €45k-€55k + performance bonuses) based on experience
Performance bonuses tied to retention, customer health and advocacy.
How to Apply
Please submit:
CV/Resume
Cover Letter addressing:
Why you're excited about Customer Success in the sustainability/climate tech space
An example of a time you proactively prevented customer churn or identified an customer health/advocacy opportunity
How you would prioritize and manage a portfolio of 300+ accounts
Application Deadline: Wednesday, November 19, 2025 (or earlier depending on applicant volume)
Hiring Process
Screening: CRO reviews applications
First Interview (Online): culture fit, experience, CS fundamentals
Working Interview (Office): live case study + role-play scenarios
Final Interview: CEO – values alignment and final approval
Offer Extended
Timeline:
First interviews: Week 47-48 (by November 28)
Office interviews: Week 49 (by December 5)
Offer: Week 50
Ecochain is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What We're Looking For
Experience:
2-4 years in Customer Success, Account Management, or similar roles (B2B SaaS)
Proven track record of hitting retention targets (e.g., ≥90% gross retention, ≥100% NRR)
Experience managing 100+ customer accounts simultaneously
Comfortable using CRM tools (HubSpot preferred) to manage accounts, track health, forecast renewals
Skills:
Strong relationship-building and consultative communication skills
Data-driven decision-making (health scores, usage analytics, renewal forecasting)
Ability to identify and close upsell/cross-sell opportunities
Excellent organizational skills and ability to prioritize across a portfolio
Fluent in English; Dutch or German is a strong plus
Bonus Points:
Experience in sustainability, compliance-driven industries, or technical SaaS products
Background as a sustainability manager, LCA practitioner, or environmental consultant
Familiarity with Construction Products, Industrial Equipment, or Manufacturing sectors
Exposure to medium-touch CS models (balancing automation with high-touch engagement)