Senior Customer Success Manager
EcoOnlineWant to be a part of a company that’s making a difference?
We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver 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.
🌍 Impact: 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.
💡 Innovation: 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.
📈 Growth: 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.
We're on a mission to protect people and the planet 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.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.
Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!
About the Role
We’re looking for a Senior Customer Success Manager to manage and grow a portfolio of EcoOnline’s most strategic Enterprise and Mid-Market customers across the UK & Ireland.
In this role, you’ll act as a trusted advisor to your customers, helping them realise long-term value from EcoOnline’s platform while building strong, multi-threaded relationships across complex organisations.
You’ll take ownership of the customer lifecycle and value delivery, 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.
Your focus will be on retention, adoption, and value creation, with commercial success following from strong customer outcomes and effective collaboration.
Note: This is a hybrid role, with an expectation of 2–3 days per week in our London office
Key Responsibilities:
Manage a portfolio of Enterprise and Mid-Market customers
Build strong relationships with multiple stakeholders, including senior leaders
Develop a deep understanding of customer goals, challenges, and success metrics
Drive adoption, value realisation, and long-term customer outcomes
Lead Executive Value Reviews and strategic customer conversations
Identify risks early and support retention and renewal efforts
Spot cross-sell and upsell opportunities and partner with Sales to progress them
Act as the voice of the customer, sharing insights with Product and internal teams
Maintain clear account plans and CRM data
What we're looking for:
Ideally you will have 5+ years’ experience in Customer Success, Account Management, or a similar role within a SaaS environment
Proven experience managing complex, enterprise-level accounts with multiple stakeholders
Strong track record of driving retention, renewals, and expansion
Experience owning or supporting commercial outcomes (NRR, renewals, upsell/cross-sell)
Comfortable operating in long-term, relationship-driven environments
Ability to engage and influence senior stakeholders, including Director and C-suite level
Strong commercial awareness and consultative approach to customer conversations
Experience with CRM and customer success tools (e.g. Dynamics, Salesforce, Planhat or similar)
Nice to have
Experience in EHS, HSEQ, ESG, or regulated industries
Background in governance, risk, compliance, or property management environments
Experience contributing to product feedback loops or go-to-market initiatives
Our Benefits:
We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.
🌴 Generous Paid Time Off
🍼 Extended Parental Leave
❤️🩹 Robust Health Coverage
💡 Accelerated Learning Paths
🧘♂️Team Wellness Initiatives
📆 Company-wide Events
🌎 Employee Resource Groups
⭐️ Recognition awards
EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.
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