Customer Success Senior Manager - US

About Us

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

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 their 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

Customer Success Senior Managers proactively ensure our customers achieve their goals using our platform and services and receive maximum value from them.  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 requires the individual to be based in the US, with some travel for client visits and to attend industry events expected. 

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.
• Company and Team ambassador: Represent the organisation at events and be a spokesperson for the team at internal initiatives.

The Ideal Candidate:

• Proven experience in the Global Mobility or Travel Management industry is required, with a strong understanding of the industry dynamics and of customer requirements.
• Prior experience in a Customer Success role (preferably in a SaaS environment) is a plus.
• 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 is a plus (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

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

Our Team and Culture

We are a super friendly team that thrives on collaboration and supporting each other. We cultivate an environment where everyone feels valued and empowered to contribute their best work, helping us to realise our ambitious growth goals and mission.

We live our Values of Integrity, Respect, Ambition and Innovation and this shows up loud and proud in everything we do.

Our hybrid working structure includes spending around two days a week at our Head Office in Holborn, London, in a great space filled with creativity, where we come together to collaborate and learn from each other.

Need a change of scenery? Our breakout areas have comfortable seating and cool décor where you can work in your own space. Not to mention, being in the hub of the West End, we’re surrounded by many cafes and restaurants and are just a hop, skip, and a jump from the tube.