Company 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, the world’s largest pure-play sustainability consultancy, 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.
 
This individual will lead customer implementations, drive platform adoption, and be accountable for renewal outcomes, customer growth opportunities, and relationship longevity. You’ll work across departments to deliver a high-quality experience that aligns with each customer’s business and regulatory objectives.

Key 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 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.

Renewal & Retention Management

• 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.

Strategic Account Growth

• 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.

Platform Mastery & Support

• 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. This role requires you to deliver high-level support and guidance to users, ensuring seamless navigation, adoption, and troubleshooting across all platforms. You’ll play a key role in ensuring a consistent, professional, and high-quality user experience across every touchpoint, reinforcing Libryo’s reputation for excellence and reliability in regulatory technology

Team Collaboration & Cross-Functional Coordination

• 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.

Customer Reporting & Communication

• 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).

Experience & Qualifications

• 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.

What Success Looks Like

• Highest quality of work delivered

• High engagement and satisfaction across assigned customer accounts.

• Successful and on-time delivery of all customer onboarding and implementation projects.

• Clear account growth paths identified and supported with strategic input.

• Renewals closed predictably and proactively with limited commercial risk.

• Clean, current data and insight-driven QBRs shared with customers and leadership.

Platform Expertise & Training

Develop deep knowledge of the Libryo platform and associated tools to support effective 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 customer journey. Help refine internal operational processes to improve delivery consistency, reduce friction, and ensure high-quality service across customer segments.

Thank you for your interest in ERM! 

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