ERM · 23 hours ago
Managing Consultant, Customer Success
United States
Full-time
Remote
Senior Level
5+ years expLibryo, an ERM Group Company, is a global SaaS platform focused on Environmental, Health, and Safety law compliance. They are seeking a Customer Success Manager to manage customer relationships and drive platform adoption across North America and Latin America, ensuring high-quality service and identifying growth opportunities.
ConsultingPublic SafetyHealthcareHealth Care
Responsibilities
Serve as the primary point of contact for all assigned customers in North and Latin America
Build and maintain strategic relationships with senior stakeholders, user groups, and decision-makers across large multinational organizations
Represent the voice of the customer internally to ensure customer needs are heard and prioritized
Lead end-to-end delivery of customer onboarding and implementation projects, coordinating with internal teams (e.g., Legal Content, RIDE, and Product) to deliver on time and to spec
Work with key stakeholders to map customer-specific rollouts (global or phased), track milestones, communicate progress with customers, and resolve blockers proactively
Contribute to implementation playbooks and best practice guides to scale future delivery
Take full ownership of renewal planning and execution, including pricing alignment, contract coordination, and commercial positioning for their allocated customer portfolio and region
Monitor and improve customer health and adoption through data, feedback, and regular business reviews
Anticipate and mitigate risks that could lead to churn through proactive engagement and problem-solving
Identify and support growth opportunities, including cross-sell, upsell, and feature expansion across accounts
Support proposal creation and commercial scoping efforts in collaboration with relevant stakeholders to enable account expansion
Track and report on account growth potential using insights from platform engagement, stakeholder behavior, and evolving needs
As a senior member of the Customer Success team, you will be expected to develop deep expertise across Libryo’s full suite of tools, including the Libryo Platform, Libryo Research, and ERM Assess
Collaborate with internal stakeholders (Legal, Product, Support, Customer Intelligence) to ensure each customer receives seamless, aligned service
Participate in customer health reviews, product feedback loops, and ongoing support escalations when needed
May manage and mentor junior Customer Success team members, contributing to team strategy and development
Deliver Quarterly Business Reviews (QBRs) with strategic insight, platform metrics, and tailored recommendations
Maintain CRM hygiene in HubSpot, ensuring accurate tracking of org structures, usage data, and renewal timelines
Provide input to internal reporting (e.g., churn forecasting, customer health scores, and CS dashboards)
Develop deep knowledge of the Libryo platform and associated tools to support effective onboarding, training, and engagement
Assist in collecting and analyzing customer feedback and reviewing internal workflows to improve the end-to-end customer journey
Qualification
Required
Fluent in English (additional languages is a huge plus, particularly Spanish)
Bachelor's degree in business, legal, environmental sciences, or a related discipline. A legal background is a strong advantage
5+ years of customer success/account management experience in a B2B SaaS, compliance, legal-tech, or ESG space
Demonstrated success managing strategic enterprise accounts and driving customer growth and renewals
Proven ability to lead complex customer implementations, manage cross-functional projects, and navigate senior stakeholder relationships
Exposure to international accounts, with an understanding of NA/LATAM business contexts and cultural nuance
Strong command of HubSpot, Salesforce, ClickUp, Excel/Sheets, and reporting/BI tools (PowerBI is a plus)
Experience managing or mentoring junior team members or working in a leadership pod structure
Company
ERM
ERM is a provider of environmental, health, safety, risk, social consulting and sustainability related services.
5001-10000 employees
H1B Sponsorship
ERM has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (10)
2023 (10)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2021-05-18Acquired
Leadership Team
Greg Rumsey
North America CFO
Steve Maaseide
Chief Operating Officer
Recent News
PR Newswire UK
2025-12-11
Company data provided by crunchbase