Customer Success Manager

[https://app.ashbyhq.com/api/images/user-content/b721ce7f-bf7f-4736-a71f-d7020a064e2c/fa20f2c4-90d9-44c9-8e41-e2f4e87ee83d/3E-GVW_2024-with-Greg.png] ABOUT 3E: https://www.3eco.com/why-3e/ 3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions. You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges. Join us and make an impact! ABOUT THE ROLE At 3E, we're seeking a Customer Success Manager who can transform customer relationships into lasting partnerships and help clients fully leverage our evolving portfolio of solutions. This role offers the chance to make a meaningful impact by engaging with customers, providing product education, and offering consultative problem-solving. You'll partner closely with two Account Managers, becoming a trusted advisor to their customers as you guide them through complex solutions, highlight valuable features, and support them in achieving their business objectives. You will play a key role in shaping the customer experience, from building their confidence in our products to identifying opportunities for greater adoption, and proactively addressing challenges that could impact retention. Throughout this process, you'll collaborate with teams across Customer Success, Onboarding, Support, and Product to connect customers with the expertise and resources they need. If you're passionate about helping customers explore new possibilities, building relationships, simplifying complex technology, and taking ownership to maximize the value of their technology, this is your opportunity to make a tangible difference through your work. We want to hear from you! Location & Work Arrangement: This is a fully remote position supporting customers and internal partners across Eastern and Central time zones, with the option to work in a hybrid arrangement if located near a 3E office. The role requires 10–20% travel. WHAT YOU'LL DO

• Build relationships that last. Develop trusted partnerships with customer stakeholders, understand their business priorities, and help them realize ongoing value from 3E solutions.
• Turn product knowledge into customer success. Guide customers through product capabilities, deliver training, and help them confidently adopt new features and workflows that support their goals.
• Drive meaningful engagement and adoption. Create and execute customer success plans, lead proactive outreach, and identify opportunities to increase product usage and engagement.
• Partner to support retention and growth. Collaborate closely with two Account Managers to strengthen customer relationships, identify opportunities to expand value, and contribute to renewal success.
• Get ahead of customer challenges. Monitor engagement, product usage, and customer feedback to recognize potential risks early, set clear expectations, and coordinate solutions before issues escalate.
• Connect customers with the right expertise. Work across Customer Success, Onboarding, Support, and Product to address customer needs, coordinate resources, and ensure timely follow-through.
• Be a voice for the customer. Share insights, feedback, and emerging needs with internal teams to help improve products, processes, and the overall customer experience.
• Grow your expertise across our solutions. Build knowledge of 3E's product portfolio, including Protect and Insight, and help customers discover capabilities that make their work easier and more effective. WHAT MAKES YOU A GREAT FIT You're someone who genuinely enjoys helping customers succeed. You know how to build trust, communicate clearly, and translate product capabilities into practical value. You're comfortable taking initiative, collaborating across teams, and navigating situations where the answer isn't always straightforward. What you'll bring:
• 3+ years of experience in Customer Success, Account Management, client services, software training, or a related customer-facing role in a SaaS, technology, information services, or a similar environment.
• Strong relationship-building skills and the ability to engage confidently and empathetically with different customer stakeholders.
• Experience helping customers learn software, adopt new capabilities, and achieve meaningful outcomes.
• Clear communication and presentation skills, including the ability to explain complex information in an approachable, practical way.
• Strong organizational skills, with the ability to coordinate customer meetings, manage competing priorities, and follow through on commitments.
• Confidence navigating challenging conversations, setting realistic expectations, and collaborating constructively with internal partners.
• Curiosity and adaptability, with an interest in learning multiple products and finding solutions in an evolving environment.
• Working knowledge of Microsoft 365 applications, including Excel, Outlook, Word, and PowerPoint, and the ability to learn new systems and tools. Even better if you bring:
• Experience supporting customer renewals, retention, or expansion in a recurring-revenue business.
• Familiarity with customer success measures such as net revenue retention (NRR), product adoption, and customer engagement.
• Experience with Salesforce, Gong, or similar CRM and customer engagement platforms.
• Exposure to environmental, regulatory, compliance, chemical, or other complex B2B software solutions.
• Experience supporting mid-market or enterprise customers across different locations.
• Familiarity with AI-enabled tools and an interest in exploring how emerging technology can improve customer experiences and workflows. PAY TRANSPARENCY The estimated annual On-Target Earnings (OTE), including base salary and variable compensation, for this role are $78,000–$84,000. The final offer will depend on several factors, including the successful candidate's skills, depth of work experience, location, and relevant licenses or qualifications. Each offer is determined based on individual strengths and relevant business considerations. In addition to base salary, certain roles may qualify for performance-based incentives and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements. Our US Benefits Include:
• Health, dental, and vision insurance
• Life insurance and disability coverage
• Open PTO and parental leave
• 401(k) plan with company matching
• Employee assistance program
• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness) 3E is currently authorized to hire in the following U.S. states: Alabama, Arizona, California (excluding Los Angeles), Colorado (excluding Denver), Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois (excluding Chicago), Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York (excluding New York City), North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Washington. Disclosures: 3E is committed to a diverse and inclusive work environment. We are an equal opportunity employer https://www.3eco.com/about-3e/3e-careers/statement-equal-employment-opportunity and do not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us here recruiting@hr.3eco.com Candidate Privacy Notice https://www.3eco.com/3e-candidate-privacy-notice Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid if 3E hires the candidate because of the referral or through other means. Visit our Website https://www.3eco.com or follow us on LinkedIn https://www.linkedin.com/company/3e-safer-world/