About Us

EcoMap Technologies is an early stage, Techstars-backed, startup in Baltimore, MD. Our mission is to empower people by making valuable information more accessible.

We do this by turning ecosystem data into beautiful, easily navigable platforms. Our goal is to ensure that no matter who you are, where you are, or what industry you are in that there is an EcoMap available to you with the most up-to-date data you need to reach the next goal on your journey.

The primary objective of this role is to renew current customer contracts and expand the value delivered to them by EcoMap. Head of Customer Success responsibilities include developing strong relationships with customers, connecting with key business executives and driving adoption of our product. They will assist in creating the communication and launch strategy for large enterprise accounts, to ensure appropriate adoption metrics are met and customer satisfaction is at its highest.  This role will also identify new business opportunities among existing customers.

If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

You are

• Motivated by owning and evolving the customer journey, including onboarding, adoption, retention, and expansion with an emphasis on defining and demonstrating value to ultimately grow customers on the EcoMap platform.
• A strong communicator & team builder who can inspire, attract, and ultimately, manage a team of high performing CSMs and drive all aspects of developing, leading, and coaching with a high focus on the teams metrics.
• A customer success domain expert; you’ve created and implemented a successful CS playbook at least once, with a focus on scaling 1:many customer success programs.
• Results-driven and capable of executing in a fast-paced environment.
• Data driven: you know how to leverage data to inform customer segmentation, customer success strategy, and accelerate results.
• Focused on speed; you move quickly with sound judgement that comes from experience & strong critical thinking skills.
• Passionate about EcoMap’s mission and ecosystem building.

How You Will Make an Impact

• Build effective communication strategy for customers during launch phase and after, to ensure product adoption, and customers' return on investment is fully recognized
• Lead point of contact for all customer account management matters including: negotiating contracts and closing renewal agreements, being the orchestrator during customer escalation situations ensuring responsiveness and speedy resolution
• Be a strategic thought partner to the COO and suggest solutions and innovative ideas to meet client needs and achieve their desire outcomes.
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
• Collaborate with internal Operations, Product and Business Development teams to ensure highest customer satisfaction
• Gather customer feedback and work closely with product team to enhance product offering
• Clearly communicate the progress of monthly, quarterly and annual initiatives to internal and external stakeholders through key account metrics (e.g. enrollment and adoption) and data driven reports
• Identify and develop new business opportunities (referrals and up-sell / cross-sell) with existing clients and identify areas for improvement in accounts
• Ensure your team is engaging strategically with their customers and help prioritize their activities to drive value realization.
• Possess a deep understanding for creating customer value; design and enable customer engagements across your team that help customers derive ongoing value from their investment with EcoMap.

What You Bring to The Team

• Proven work experience of 3-5+ years as a CSM or Sales ideally at a B2B SaaS Startup
• Demonstrable ability to communicate, present and influence customer stakeholders including C-level
• Experience using Hubspot or similar CRM
• Understanding of sales performance metrics or KPI’s
• Experience delivering client-focused solutions to customer needs
• Availability to travel as needed
• Occasional need to work outside of normal business hours as required to support customers may be required

What We Offer

• Competitive compensation
• Opportunity for equity ownership
• Health, vision, and dental care
• Fun company outings and events
• Unlimited PTO

No sponsorship is available for this position.

EcoMap does not accept and will not review unsolicited resumes from search firms.

EcoMap requires all colleagues in in-office positions be vaccinated against the Covid-19 virus unless there is a documented and approved medical or religious accommodation. As a condition of employment, prior to your start date, you will be required to complete an attestation of vaccination.

EcoMap is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.

EcoMap is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.