Manager Customer Success

ECAM is looking for talented individuals like you! Be the next Manager, Customer Success.

ECAM, the leader in interactive surveillance, is looking for a Manager of Customer Success to lead and develop a team of Customer Success Specialists while ensuring consistent, high-quality customer experience across assigned accounts. The Manager of Customer Success is a customer advocate and people leader responsible for driving customer satisfaction, value, retention, operational performance, and growth.

This role serves as a key link between the Customer Success team and senior leadership, translating organizational strategies into effective team execution while identifying opportunities to improve processes, customer engagement, and overall business performance.

Job Highlights:

-Day 1 HMO for you and two (2) of your dependents.

-Annual and Performance Based Salary Increase

-Additional Leave Credits

Duties & Responsibilities:

• Lead, coach, develop and manage the day-to-day performance and activities of the Customer Success team to ensure consistent customer service and achievement of team objectives
• Build and maintain strong customer relationships and provide support to the team in managing key customer accounts and complex customer situations
• Oversee customer escalations and high-priority issues, providing guidance to CSMs and directly engaging with customers when necessary
• Coach team members on issue mitigation, problem solving, communication, and appropriate escalation practices while maintaining a high level of customer satisfaction
• Monitor and manage team KPIs, including customer satisfaction, retention, response times, outreach activity, account engagement, productivity, and other Customer Success performance indicators
• Analyze performance trends, customer feedback, operational data, and account health indicators to identify risks, opportunities, and areas requiring intervention
• Conduct regular 1:1s, coaching sessions, performance reviews, and development discussions with direct reports
• Identify skill gaps and create or recommend appropriate training, coaching, and development plans to improve individual and team performance
• Ensure appropriate staffing, scheduling, workload distribution, and weekend/holiday coverage to maintain required service levels and customer response times
• Support the development and implementation of customer engagement and proactive outreach strategies designed to increase customer adoption, perceived value, satisfaction, and retention
• Partner with Sales and other cross-functional teams to identify and support growth, upsell, cross-sell, and product penetration opportunities
• Consider the financial, operational, and customer experience impact of decisions and actions made by the team
• Ensure the team maintains accurate and complete customer and system data across multiple platforms
• Support the team in diagnosing, researching, identifying, and troubleshooting basic technical issues raised by customers
• Review customer account health and identify potential retention risks, service concerns, adoption gaps, and opportunities for increased customer value
• Work closely with cross-functional departments to resolve recurring customer issues and improve the overall customer experience
• Identify process gaps and lead continuous improvement initiatives that improve efficiency, consistency, scalability, and customer outcomes
• Standardize customer touch points, communication practices, escalation processes, and team workflows to ensure a consistent customer experience
• Provide regular performance, customer health, risk, and operational reporting to the Director of Customer Success and other leadership stakeholders
• Support onboarding and integration of new Customer Success team members and ensure they have the appropriate training, resources, and support
• Participate in customer meetings, company meetings, and functions as needed

Qualifications

• Bachelor’s degree preferred
• 5+ years’ experience working in Customer Success, Account Management, or a related customer-facing capacity
• 2+ years’ experience leading or managing a Customer Success or Account Management team preferred
• Experience managing a team of 5+ employees in a customer-facing or operational environment
• Proven ability to build and maintain strong, lasting relationships with customers and internal stakeholders
• Demonstrates strong people leadership, coaching, and performance management skills
• Strong critical thinking and problem-solving skills with the ability to anticipate customer and business needs
• Strong issues mitigation and escalation management skills with a “tough skin” and ability to remain composed in difficult situations
• Customer advocate with a customer-centric mindset and a positive “can do” attitude
• Strong presence and ability to interact effectively with a broad customer base ranging from C-suite executives to operational-level stakeholders
• Strong sense of ownership, accountability, and proactive approach
• Ability to analyze data, identify trends, and translate insights into actionable business decisions
• Demonstrated ability to balance day-to-day operational execution with strategic thinking and continuous improvement
• Ability to coach, motivate, develop, and hold team members accountable for performance
• Ability to adapt and work effectively in a fast-paced environment with competing priorities
• Open to and accepting of change, with the ability to lead teams through ambiguity and organizational change
• Strong organizational and prioritization skills with the ability to manage multiple accounts, escalations, projects, and team priorities
• Calm under pressure, mature demeanor, and ability to put customers and team members at ease.
  

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.