Customer Success Manager

Customer Success Manager

Lead the way as a Customer Success Manager! Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth? Join ECAM as a Customer Success Manager and serve as a trusted advisor to a portfolio of customers across the Hannover, MD market.

In this role, you will own the day-to-day customer experience for your assigned accounts, strengthen stakeholder relationships, drive retention, support renewals and expansion opportunities, and help customers realize the full value of our products and services. You will partner closely with cross-functional teams to resolve issues, provide training, reinforce adoption, and ensure customers feel supported, informed, and confident in their partnership with us.

This is an excellent opportunity for a relationship-driven professional who is comfortable working in a fast-moving environment, managing competing priorities, and balancing customer experience, operational execution, and commercial awareness.

What's in it for you:

• Competitive salary: $70,000.00 annual salary
• Commission + Bonus eligible
• Work site location: Hannover, MD
• Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career Growth: Opportunity to build your career with a growing organization at the intersection of customer success, technology, and security solutions
• Travel Support: Local market travel to customer locations, with mileage reimbursement or company travel support consistent with policy

Client Facing Responsibilities as a Customer Success Manager:

• Build and maintain strong, lasting customer relationships across assigned accounts through phone, video, email, and in-person engagement
• Serve as the primary point of contact for day-to-day customer needs and help deliver a consistent, high-quality customer experience
• Identify and build relationships with key stakeholders and decision-makers across customer locations
• Proactively monitor account health, customer sentiment, adoption, and retention risk
• Partner cross-functionally to resolve customer issues quickly and effectively while maintaining a high level of customer satisfaction
• Manage multiple open issues and priorities at once while keeping customers informed and internal teams aligned
• Support retention strategies, renewal readiness, and proactive outreach campaigns designed to reinforce value and strengthen customer loyalty
• Identify opportunities for account growth, added product penetration, and expanded customer engagement, partnering with outside sales teams when appropriate
• Provide remote onboarding, user training, and system guidance to customers
• Maintain accurate customer and account data across CRM and other internal systems
• Develop a strong understanding of customer use cases, site-level needs, and the value customers receive from our solutions
• Navigate customer hierarchies and decision-making processes to drive effective communication and issue resolution
• Diagnose, research, and help troubleshoot basic technical issues, escalating more complex matters as needed
• Work within video management systems and related platforms to support customer needs
• Evaluate decisions with an understanding of customer experience, operational impact, and financial implications
• Follow through with urgency and professionalism to ensure customer confidence, responsiveness, and satisfaction
• Perform other duties as required

Surveillance Solution Responsibilities as a Customer Success Manager:

• Acting as the client's trusted advisor in forecasting risk and maintaining proper surveillance posture of a job site
• Identifying blind spots that may serve as an access point for criminal activity to be taken against client's property, assets, and personnel
• Maintaining the necessary Standard Operating Procedures in the event of breach or criminal action taking place
• Communicating escalations through the appropriate channels mandated by the sequence of events that take place

Your qualifications:

• Authorized to work in the United States
• Able to pass an extensive screening process
• Bachelor's degree in business or a related field, or equivalent combination of education and experience
• Minimum of 3 years of experience in customer success, account management, client services, customer relationship management, or a similar client-facing role
• Experience managing a book of business, portfolio of accounts, or ongoing customer relationships in a fast-paced environment
• Experience using CRM platforms such as Salesforce, along with Microsoft Excel, Outlook, and PowerPoint
• Strong understanding of customer service and account support best practices
• Experience in a technology-enabled, service-based, security, SaaS, or operationally complex environment is strongly preferred
• Experience leading projects, mentoring others, or informally guiding team members is a plus.

Your skills and competencies:

• Strong relationship-building via phone, video, and email
• Effective problem-solving and analytical skills
• Ability to manage multiple issues and prioritize tasks
• High level of customer satisfaction and issue mitigation
• Understanding of financial, operational, and customer experience impacts
• Proficiency in company products and technology platforms
• Ability to identify upsell opportunities and support sales efforts
• Skilled in system training and remote onboarding
• Maintaining data integrity across platforms
• Navigating customer hierarchy and decision processes
• Basic technical troubleshooting skills
• Prompt and effective follow-up with customers

ECAM: Safeguarding Sites with Innovation

ECAM is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.

It is the policy of ECAM to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAM complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAM not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.