Managing Consultant, Customer Success

Overview
Libryo, an ERM Group Company, is a global SaaS platform that empowers multinational organizations to understand and comply with Environmental, Health, and Safety (EHS) law and broader ESG requirements.
Our platform helps customers navigate complex regulatory environments with clarity and precision.
Founded in 2016 and now part of ERM, Libryo combines technology with legal expertise to support organizations in achieving operational excellence and legal certainty.
Role Overview
We are looking for a Customer Success Manager (CSM) with strong strategic account management expertise to grow a portfolio of customers in North America and Latin America (NA/LATAM).
This is a mid-to-senior-level role with potential people management responsibilities.
The CSM will lead customer implementations, drive platform adoption, and be accountable for renewal outcomes, customer growth opportunities, and relationship longevity.
You will work across departments to deliver a high-quality experience that aligns with each customer's business and regulatory objectives.
Responsibilities
Regional Account Ownership (NA & LATAM): 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.
Customer Implementations: lead end-to-end delivery of onboarding and implementation projects, coordinating with internal teams to deliver on time and to spec.
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.
Renewal & Retention Management: own renewal planning and execution, including pricing alignment, contract coordination, and commercial positioning for allocated customers 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.
Strategic Account Growth: identify and support growth opportunities, including cross-sell, upsell, and feature expansion across accounts.
Support proposal creation and commercial scoping efforts to enable account expansion.
Track and report on account growth potential using insights from platform engagement and evolving needs.
Platform Mastery & Support: develop deep expertise across Libryo's tools (Libryo Platform, Libryo Research, ERM Assess) and deliver high-level support and guidance to users, ensuring seamless navigation, adoption, and troubleshooting across all platforms.
Ensure a consistent, professional, and high-quality user experience across touchpoints.
Team Collaboration & Cross-Functional Coordination: collaborate with Legal, Product, Support, and Customer Intelligence to deliver seamless service; participate in health reviews and product feedback loops; may mentor junior CSMs.
Customer Reporting & Communication: deliver Quarterly Business Reviews (QBRs) with strategic insight and platform metrics; maintain CRM hygiene in HubSpot; contribute to internal reporting (churn forecasting, health scores, dashboards).
Experience & Qualifications
Fluent in English; additional languages (especially Spanish) are a plus.
Bachelor's degree in business, legal, environmental sciences, or related discipline.
A legal background is advantageous.
5+ years of customer success/account management experience in a B2B SaaS, compliance, legal-tech, or ESG space.
Proven track record managing strategic enterprise accounts and driving growth and renewals.
Experience leading complex customer implementations, cross-functional projects, and senior stakeholder relationships.
Exposure to international accounts with understanding of NA/LATAM contexts and cultural nuances.
Strong command of HubSpot, Salesforce, ClickUp, Excel/Sheets, and reporting/BI tools (PowerBI is a plus).
Experience mentoring junior team members or working in a leadership pod structure.
What Success Looks Like
Highest quality of work delivered.
High engagement and satisfaction across assigned accounts.
On-time delivery of onboarding and implementation projects.
Clear account growth paths identified and supported with strategic input.
Renewals closed predictably and proactively with limited commercial risk.
Data-driven QBRs with current insights shared with customers and leadership.
Platform Expertise & Training
Develop deep knowledge of the Libryo platform and associated tools to support onboarding, training, and engagement.
Deliver live training sessions and contribute to documentation, including Knowledge Base content for customer self-service.
Process Optimization & Continuous Improvement
Assist in collecting and analyzing customer feedback and reviewing internal workflows to improve the end-to-end journey.
Help refine internal processes to improve delivery quality across customer segments.
Thank you for your interest in ERM
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Consulting and Accounting/Auditing
Industries
Environmental Services
IT Services and IT Consulting
Legal Services
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