Customer Success Manager (Education-01.2026)

Description (Position Summary): 

The Customer Success Manager (CSM) leads account, relationship management, and renewals after the initial sale of Echo360 products and services for higher education and corporate enterprise accounts. The CSM works closely with colleagues in sales and marketing to drive adoption, retention, expansion, and overall customer success with Echo360.  

The CSM will focus on adoption and renewal of the Echo360 product portfolio (Echosystem) as the key driver of customer satisfaction and retention.

Primary CSM accountabilities include:  

1. Actively promoting new product offerings and features to accelerate adoption and drive usage growth,

2. Managing and renewing existing account relationships, 

3. Maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the North America region.  

Characteristics of the person succeeding in this role: 

Drive: positive, optimistic person who thrives in a high performing, execution-centric, high velocity (fast) team culture. 

Accountability:  do what it takes attitude and detail-oriented nature.

Strategy: ability to think strategically, aligning company and customer goals.

Customer-Centric : mindful of the end-to-end customer experience, journey, and needs.

Servant-Leader: an expert in capabilities, oriented to serve.

Collaboration & communication: engaging, energized, well-spoken in verbal and written form.  Ability to work cross functionally within the organization. 

Tech savvy  - understanding of how a SaaS company operates and delivers value to customer use cases.