Lead the Way as a Customer Success Manager!
Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth? Join ECAM as a Customer Success Manager and serve as a trusted advisor to a portfolio of customers across the Hannover, MD market.
In this role, you will own the day-to-day customer experience for your assigned accounts, strengthen stakeholder relationships, drive retention, support renewals and expansion opportunities, and help customers realize the full value of our products and services. You will partner closely with cross-functional teams to resolve issues, provide training, reinforce adoption, and ensure customers feel supported, informed, and confident in their partnership with us.
This is an excellent opportunity for a relationship-driven professional who is comfortable working in a fast-moving environment, managing competing priorities, and balancing customer experience, operational execution, and commercial awareness.
What’s in it for You
Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
Client Facing Responsibilities as a Customer Success Manager
Build and maintain strong, lasting customer relationships across assigned accounts through phone, video, email, and in-person engagement
Identify opportunities for account growth, added product penetration, and expanded customer engagement, partnering with outside sales teams when appropriate
Diagnose, research, and help troubleshoot basic technical issues, escalating more complex matters as needed
Surveillance Solution Responsibilities as a Customer Success Manager:
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Acting as the client's trusted advisor in forecasting risk and maintaining proper surveillance posture of a job site.
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Identifying blind spots that may serve as an access point for criminal activity to be taken against client's property, assets, and personnel.
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Maintaining the necessary Standard Operating Procedures in the event of breach or criminal action taking place.
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Communicating escalations through the appropriate channels mandated by the sequence of events that take place.
Your Qualifications
Minimum of 3 years of experience in customer success, account management, client services, customer relationship management, or a similar client-facing role
Experience using CRM platforms such as Salesforce, along with Microsoft Excel, Outlook, and PowerPoint
Experience in a technology-enabled, service-based, security, SaaS, or operationally complex environment is strongly preferred
Your skills and competencies
ECAM: Safeguarding Sites with Innovation
ECAM is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.
It is the policy of ECAM to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAM complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAM not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.
