Senior Customer Success Manager

At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.

As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.

Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.

Want 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 customers across North America. This role is based in Toronto and operates in a hybrid working model.

You will partner with a diverse set of customers across mid-market and enterprise-scale organisations, helping them realise long-term value from EcoOnline’s platform while identifying opportunities to deepen and expand each relationship.

You will manage a portfolio of strategically important customers, partnering with complex organisations and navigating multiple stakeholders to drive long-term value and growth.

Your focus will be on retention, adoption, and value creation first. Commercial expansion follows naturally from strong relationships, trusted advisory conversations, and successful customer outcomes.

Key Responsibilities:

Own and grow a portfolio of strategic customers

• Manage a defined book of customers with a strong emphasis on long-term retention and partnership.

• Act as the primary point of contact and escalation for your accounts.

• Develop deep understanding of each customer’s goals, challenges, and success measures.

Drive value, adoption, and outcomes

• Lead customers through their lifecycle, from onboarding and adoption to optimisation and renewal.

• Facilitate Executive Value Reviews (EVRs) / strategic business reviews to demonstrate impact and progress.

• Ensure customers are realising measurable value from EcoOnline’s solutions.

Identify and position growth opportunities

• Proactively identify cross-sell and upsell opportunities by understanding customer needs and platform gaps.

• Build expansion pipeline and partner closely with Sales to progress and close opportunities.

• Support renewals with a strong focus on Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).

Collaborate across the business

• Work closely with Sales, Renewals, Product, Support, Implementation, and Finance teams.

• Act as the voice of the customer, feeding insights into product and go-to-market discussions.

• Maintain accurate account plans, forecasts, and CRM hygiene.

What we're looking for:

• Ideally, you will come with 5+ years’ experience in Customer Success, Account Management, or a similar role within a SaaS environment.

• Proven experience managing complex customer accounts with multiple stakeholders.

• Strong track record of retention, renewal, and expansion through value-led engagement.

• Comfortable operating in long-term, relationship-driven environments (not transactional selling).

• Ability to engage credibly with senior stakeholders, including Director and VP-level contacts.

• Strong commercial awareness, with experience supporting renewals and expansion motions.

• Confident communicator with a consultative, customer-first approach.

• Experience using tools such as Salesforce and customer success platforms (e.g. Planhat) is an advantage.

Experience within EHS, HSEQ, ESG, compliance, or regulated industries is helpful but not required.

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.

#LI-Hybrid

This job posting is for an existing vacancy.