Customer Success Manager - Sustainability & Product Footprints

About Ecochain

Ecochain empowers companies to make an ongoing sustainable impact on our planet. Our SaaS platform helps product manufacturers calculate, share, and act on the environmental footprint of their products—quickly, credibly, and at scale.

We serve Construction Products and Industrial Equipment manufacturers and other industries across Europe, helping them navigate complex LCA/EPD compliance requirements (CSRD, ESPR, EPBD) while building in-house sustainability capabilities.

With ~50 employees and growing fast, we're looking for a Customer Success Manager to drive retention, and customer outcomes.

The Role

As a Customer Success Manager, you'll own the full customer lifecycle for 300-400 accounts—from onboarding through renewal. Your mission: ensure customers achieve measurable outcomes (LCAs, EPDs, compliance readiness) while driving predictable retention.

This is a hands-on role in a lean, high-impact team. You'll follow proven playbooks while having ownership of outcomes. Ideal for someone who wants to:

• Grow in Customer Success and develop end-to-end lifecycle skills

• Take on responsibility quickly in a fast-paced scale-up

• Make a direct impact on climate change by helping manufacturers decarbonize their products

What You'll Do

• Lead customer onboarding: Guide new accounts through Ecochain's onboarding journey; accelerate time-to-value

• Drive product adoption: Ensure customers complete key milestones and actively use the platform

• Own renewals: Proactively secure retention 90+ days before contract end (target: ≥90% gross retention)

• Monitor customer health: Use health scoring framework to track risks and opportunities; escalate early

• Act as voice of the customer: Share structured insights with Product, Sales, and Advisory teams

Who's a Great Fit

You're Great If:

• Purpose-driven: Genuinely motivated by climate impact and helping companies succeed sustainably

• Proactive CS mindset: You spot churn risk early and identify upsell opportunities without waiting for customers to ask

• Data-driven: You use health scores, usage analytics, and CRM data to prioritize accounts and forecast renewals

• Consultative communicator: You build trust with customers and act as a trusted advisor, not just an account manager

• High ownership: You take responsibility for outcomes (retention, expansion, customer success), not just activities

• Adaptable: You thrive in scale-ups—comfortable with ambiguity, following playbooks while improving them

• Culture match: You embody We Care, We Share, We Empower—supportive, transparent, and empowering

You're Not a Fit If:

• Reactive only: You wait for customers to complain before engaging

• Activity-focused: You log calls and send emails but don't drive measurable outcomes (retention, NRR, expansion)

• Rigid: You struggle with scale-up pace or resist following proven playbooks

• Transactional: You treat Customer Success as "support work" instead of strategic relationship management

• No sustainability interest: You're just looking for "another SaaS job" without genuine climate motivation

• Remote-only: This role is hybrid (Amsterdam-based) and requires regular office presence, especially during onboarding and team collaboration

What We Offer

Impact & Purpose:

• Your work directly contributes to solving climate change at scale

• Help manufacturers navigate complex LCA/EPD compliance (CSRD, ESPR, EPBD)

• Enable companies to decarbonize their products and meet sustainability commitments

Structure + Ownership:

• Proven playbooks to follow (onboarding, expansion, health monitoring)

• Freedom to improve processes and own outcomes

• Full lifecycle exposure: onboarding → adoption → renewal → expansion

Growth & Development:

• Clear path to Senior CSM

• Dynamic international team with strong values (We Care, We Share, We Empower)

• Exposure to cutting-edge sustainability regulations and LCA methodologies

Flexibility & Compensation:

• Hybrid work model (Amsterdam-based with remote flexibility)

• €53,000 - €67,000 OTE (base €45k-€55k + performance bonuses) based on experience

• Performance bonuses tied to retention, customer health and advocacy.

How to Apply

Please submit:

1. CV/Resume

2. Cover Letter addressing:

   • Why you're excited about Customer Success in the sustainability/climate tech space

   • An example of a time you proactively prevented customer churn or identified an customer health/advocacy opportunity

   • How you would prioritize and manage a portfolio of 300+ accounts

Application Deadline: Wednesday, November 19, 2025 (or earlier depending on applicant volume)

Hiring Process

1. Screening: CRO reviews applications

2. First Interview (Online): culture fit, experience, CS fundamentals

3. Working Interview (Office): live case study + role-play scenarios

4. Final Interview: CEO – values alignment and final approval

5. Offer Extended

Timeline:

• First interviews: Week 47-48 (by November 28)

• Office interviews: Week 49 (by December 5)

• Offer: Week 50

Ecochain is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What We're Looking For

Experience:

• 2-4 years in Customer Success, Account Management, or similar roles (B2B SaaS)

• Proven track record of hitting retention targets (e.g., ≥90% gross retention, ≥100% NRR)

• Experience managing 100+ customer accounts simultaneously

• Comfortable using CRM tools (HubSpot preferred) to manage accounts, track health, forecast renewals

Skills:

• Strong relationship-building and consultative communication skills

• Data-driven decision-making (health scores, usage analytics, renewal forecasting)

• Ability to identify and close upsell/cross-sell opportunities

• Excellent organizational skills and ability to prioritize across a portfolio

• Fluent in English; Dutch or German is a strong plus

Bonus Points:

• Experience in sustainability, compliance-driven industries, or technical SaaS products

• Background as a sustainability manager, LCA practitioner, or environmental consultant

• Familiarity with Construction Products, Industrial Equipment, or Manufacturing sectors

• Exposure to medium-touch CS models (balancing automation with high-touch engagement)