Customer Success Manager - US

About Us

As a leading group of companies, the ECA International Group stands as a global frontrunner in simplifying international mobility. Our collective vision is to make a positive impact by delivering exceptional products and services to our prestigious list of large enterprise clients.

Our global presence across the UK, EU, Hong Kong, Australia, and the US offers our team a world of opportunities, and our commitment to innovation ensures that you will be at the leading edge of your field.

We love to invest in our people’s success and development pathways, creating a diverse and inclusive community where your unique talents shine. Your work here has a global impact, and we prioritise work-life balance, offering flexibility to enable you to perform your best. Join us to experience a rewarding career where your potential is celebrated, and your journey to excellence begins.

About the Role

We are looking for a talented Customer Success Manager to join the ECA International Group. Your primary responsibility will be to proactively ensure that our customers achieve their objectives and gain the greatest value from our platform and services. This role requires a passionate and results-driven individual to be a customer advocate, problem solver and relationship builder.  Strong relationships with our clients are key to our success as a company, meaning proactive account management with a focus on exceeding their expectations, retention, up-selling and cross-selling so maximise the value they receive from our offering.  This particular role oversees the success of our US-based customers and therefore required the individual to be based in the US.   

Key Responsibilities

• Platform Implementation and Training: Guide new customers through the implementation process, ensuring they are set up for success and fully understand how to use the Expert platform. 
• Relationship Management: Build and maintain long-term relationships with customers, acting as their primary point of contact and trusted advisor. 
• Customer Advocacy: Understand customer goals and challenges, proactively identifying opportunities for growth and improved outcomes. 
• Retention and Renewal: Monitor customer health metrics to identify at-risk accounts and implement strategies to drive engagement, retention, and renewals. 
• Product Expertise: Stay up-to-date on product features and updates to provide expert guidance and recommendations tailored to customer needs. 
• Feedback Loop: Act as the voice of the customer, collaborating with product, sales, and support teams to improve user experience and address pain points. 
• Upselling and Cross-Selling: Identify opportunities to expand the customer’s use of the platform, collaborating with the sales team to present solutions. 
• Data and Reporting: Analyse customer usage data, providing insights and reporting on account health, engagement, and success metrics. 

Requirements

The Ideal Candidate:

• Proven experience of 5+ years as a Customer Success Manager, Account Manager, or in a similar role (preferably in a SaaS environment). 
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels. 
• Strong problem-solving and analytical skills, with a customer-centric mindset. 
• Familiarity with customer success software (e.g. HubSpot)  
• Ability to manage multiple accounts and prioritise tasks effectively in a fast-paced environment. 
• Demonstrated success in achieving retention and customer satisfaction targets. 

Benefits

Benefits

What’s in it for you

• 💼 Enhanced Stakeholder Pension Contribution
• 🌴 25 days annual leave
• 🏥 Health, Life Insurance + EAP Wellbeing Support
• 💰 Eligible for Annual Bonus Scheme
• 🎉 Long Service Awards
• 🏋️‍♀️ ClassPass Membership
• 📚 Up to £1,000 per year for personal development & training