About the role
A highly motivated, strategically minded individual who thrives in a complex, fast-paced environment and is passionate about helping Enterprise customers achieve their environmental compliance goals. The ideal candidate is comfortable leveraging AI tools and modern technology to work smarter, move faster, and deliver a best in class customer experience.
As a Enterprise Customer Success Manager you will:
- Manage a portfolio of 5-10 Enterprise customers, each representing over $100K in annual recurring revenue, with varying levels of complexity, regulatory scope, and reporting obligations
- Own the customer relationship and strategic outcomes while leading cross-functional collaboration across TPMs, AEs, and Engineering to drive accountability across workstreams and proactively resolve issues before they require escalation to senior leadership
- Understand Enterprise customer goals and outcomes, staying ahead of risk and proactively driving success rather than waiting to be asked
- Follow the Enterprise playbook for customer processes and expectations to deliver a best in class customer experience, including engagement cadences that range from weekly to monthly depending on customer need
- Lead structured Relationship Business Reviews (RBRs) that drive strategic conversations and demonstrate customer value
- Own and meet Encamp's Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across your book of business
- Partner with AEs to identify expansion opportunities and flag churn risk early
- Leverage EHS industry and Encamp product expertise to become a trusted, consultative advisor to customers and their users
- Leverage internal tools including Gong, Slack, Front, and AI-powered resources to manage customer relationships, track historical context, and stay ahead of account activity
- Be the voice of the customer to provide visibility and escalations to Program Manager and other internal stakeholders
- Identify opportunities for improvement proactively and work with Customer Success Leadership to implement
- Fulfill regulatory reporting obligations on behalf of customer
Qualifications
- 3+ years experience in consulting or working on enterprise-level environmental programs
- 2+ years experience working with RCRA regulations
- Ability to use account health data and platform signals to proactively prioritize and manage a book of business
- Demonstrated ability to meet SLA expectations for responsiveness across email and chat in a customer-facing role
- Comfort leveraging AI tools and a modern tech stack to manage a complex book of business efficiently
- Experience using technology to improve efficiency in work or in personal life
- SLA responsiveness expectations are defined and should be maintained
- Meet Encamp’s GRR/NRR targets
- Strong project management skills to stay organized and meet deadlines
- Strong verbal and written communication skills
- Process-oriented thinker who embraces ambiguity and works well under pressure
Perks of being part of the Encampus...
- Competitive salary and benefits, including medical, dental, vision, 401k match, and responsible Paid Time Off
- A flexible, remote-first culture with an allowance to support your remote work setup
- A high-end laptop
- Share in our success - you'll have a significant personal impact on the team and the ability to earn equity
- Parental leave - we know how important it is to spend time with your new family!
- Sustainable 1:1s, focused on not only your growth as an employee, but in your career
- Get together at in-person Encamp Summits to share our wins and build community
- Work with a brilliant team of people that share your values and passion
Ready to join us around the campfire?
Come join a team of trailblazers making a BIG difference in the environmental programs for more than 20k facilities around the United States. We're on a mission to create a world where good for business is good for the environment.
At Encamp, we believe we are better together – all of us, whatever our race, ethnicity, sexual orientation, age or physical ability. We strive to create an environment that encourages and celebrates diverse voices, backgrounds, and experiences. A cornerstone of our culture is the ability to bring their full, authentic selves to work every day. Encamp is committed to unbiased hiring practices and achieving minority representation above community averages.
In transparency, the base salary for this position is $100,000- $115,000/yr.