Customer Success Manager (Entouch Controls) bei Ecotrak Facility Management careers

About the Role

We’re looking for a passionate, relationship-driven Customer Success Manager (CSM) to join our growing Success team. You’ll own the customer relationship from assessment through long-term maintenance, ensuring customers realize the full value of ENTOUCH solutions.

As a trusted advisor, you’ll deliver managed services, support onboarding and training, coordinate product hardware rollouts, identify growth opportunities, and proactively drive customer outcomes and satisfaction.

This role reports to the VP of Customer Success.

What You’ll Do

• Serve as the primary point of contact for assigned enterprise customers, guiding them through the full lifecycle.
• Strive for excellence to continue achieving 100% customer satisfaction with managed services.
• Grow assigned accounts by learning the customer needs and aligning these needs with the current and emerging ENTOUCH capabilities.
  
  
• Lead proactive portfolio reviews to ensure customer goals and performance objectives are achieved.
  
  
• Create and deliver monthly and annual business reviews with actionable insights.
  
  
• Provide onboarding, training, and remote support as needed.
  
  
• Coordinate and oversee customer product hardware rollouts, ensuring alignment across internal teams and timely delivery.
  
  
• Collaborate with Engineering, Operations, Accounting and Support to deliver seamless service and resolve issues efficiently.
  
  
• Identify and pursue opportunities to expand customer engagement and adoption.
  
  
• Act as a customer advocate within ENTOUCH, ensuring the customer voice informs internal priorities.
  
  
• Analyze usage and performance data to identify trends and recommend optimizations.
  
  
• Communicate proactively, clearly, and consistently to maintain alignment and trust.
  
  

Required Qualifications

• 3–7 years of experience managing customer relationships, ideally in SaaS, energy management, or technology services.
  
  
• Bachelor’s degree.
  
  
• Strong analytical and problem-solving skills; ability to interpret and present data-driven insights.
  
  
• Exceptional communication and presentation skills with keen attention to detail.
  
  
• Proficiency in Microsoft Excel and PowerPoint.
  
  
• Experience with CRM and ticketing systems (Salesforce, Zendesk, or Monday.com preferred).
  
  
• Strong organizational and multitasking abilities
  
  
• A curious, solutions-oriented mindset and eagerness to learn ENTOUCH’s platform and technology.
• An internal drive for professional growth, including pursuing relevant industry certifications such as LEED Green Associate or other energy and sustainability credentials.

Preferred Qualifications

• Master’s degree in Business, Engineering, or related field.
• Experience in IoT, energy management, or facilities technology.
  
  
• Familiarity with data visualization and business intelligence tools.
  
  

Additional Details

• Travel up to 25%, including occasional after-hours or out-of-town commitments.
  
  
• Most work performed in a hybrid or office environment at our Richardson, TX headquarters.