ABOUT ENCAMP

Encamp is on a mission to create a world where good for business is good for the environment. We build a first-of-its-kind environmental compliance platform that makes compliance a strategic advantage. We enable businesses to protect their operations, drive successful compliance outcomes, and access regulatory expertise. Our platform is trusted by over 200 enterprise organizations safeguarding 40,000+ facilities.

QUALIFICATIONS

• 5+ years in enterprise SaaS customer success or support leadership, including 2+ years building and scaling teams in an early-stage environment
• Proven track record of meeting or exceeding NRR and GRR targets through proactive coaching, customer engagement, and targeted interventions to foster strong relationships and drive retention
• Strong analytical and problem-solving skills; comfortable turning metrics into action plans
• Excellent communication and relationship-building skills, with the ability to influence at all levels
• Experience with Front (or similar), Asana (or similar), and Salesforce; familiarity with customer success platforms (e.g., Gainsight, Totango) a plus

• Lead and manage a team of enterprise Customer Success Managers at scale, fostering a culture of ownership, collaboration, and continuous learning
• Own Net Revenue Retention (NRR) and Gross Retention Rate (GRR) in partnership with the sales team - track trends, spot and report risks, and drive proactive management
• Design and refine scalable processes and playbooks that streamline onboarding, training, quarterly reviews, escalations, and renewals
• Act as the customer advocate, voice their needs internally, connect them with the right experts and resources, and ensure ongoing continuity across the business
• Develop and deliver training programs, self-service resources, and best-practice guides that empower customers to succeed
• Use data (SLAs, response times, and other customer health metrics) to drive decision making, celebrate team successes, and tackle difficult conversations head-on
• Serve as the escalation point of contact, owning outcomes proactively and preventatively through hands-on support and coaching to Customer Success Managers