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About the Role

Play a key role by joining an exceptionally high-functioning Customer Success team at Sitetracker, where you'll directly impact customer retention and growth by demonstrating tangible value and ROI. You will own and drive strategic change across a diverse client portfolio, shaping the future success of our customers in the US region while experiencing constant growth challenges and opportunities.

Responsibilities

• Own and drive strategic change across a diverse client portfolio.
• Conduct business discussions, negotiations, and strategic conversations.
• Create, maintain, and execute success and account plans that clearly articulate ROI and Sitetracker’s business value.
• Navigate complex customer organizations to build deep rapport and trust with senior leadership.
• Understand customer mission-critical milestones and strategic objectives.
• Proactively assess and diagnose customer challenges, developing comprehensive mitigation plans to prevent churn.
• Elevate the overall customer experience through seamless cross-functional collaboration.
• Continuously reinforce and improve Customer Success processes.
• Serve as a vital conduit, ensuring customers’ voices are heard and their evolving needs are met with innovative solutions.
• Manage a diverse portfolio of enterprise accounts, applying high-touch engagement models.
• Collaborate with Renewals and Sales counterparts to share customer health insights and influence positive renewal outcomes.
• Develop a deep understanding of your book of business to anticipate risks, remove blockers, and proactively guide customers toward successful outcomes.
• Build trusted relationships with key stakeholders, positioning yourself as a strategic advisor and strong advocate for your customers internally.
• Foster deep customer relationships through working in a 'high-touch' engagement model.
• Engage effectively at all levels of a business, from daily interactions with mid-management to monthly/quarterly executive cadences.
• Create and deliver compelling content tailored for executive audiences, articulating complex value propositions.
• Identify quick wins across your portfolio to rapidly improve user adoption and client satisfaction.
• Quickly build and establish strong, trusted relationships with Business Sponsors and Economic Buyers.
• Identify, demonstrate, and achieve quantifiable business value for your customer(s), aligning with their strategic objectives.
• Clearly articulate how value was identified, how it aligned to a customer's overall business objectives, and how it was delivered and measured.
• Create jointly-owned success plans with customers and validate business value with customer executives.
• Build out Success Stories and collaborate with Marketing to publish these with clients.
• Generate public endorsements from clients.
• Demonstrate, configure, or customize prior tools and platforms to meet specific business needs.
• Clearly articulate complex technical problems and devise custom technical solutions that drive tangible customer outcomes.
• Successfully create and initiate success & account plans for your assigned portfolio of US accounts.
• Begin to deeply engage with senior customer leadership across your region.
• Proactively assess and diagnose initial customer issues, collaborating with cross-functional teams to formulate and implement actionable mitigation plans.
• Consistently execute and refine your success & account plans, actively demonstrating tangible ROI and business value to customers.
• Expertly navigate complex customer organizations, turning detractors into champions.
• Drive internal cross-functional improvements that enhance the customer experience.
• Proactively identify and champion opportunities for customer experience enhancement, adoption, and retention.
• Consistently drive retention and expansion across your entire US portfolio.
• Solidify your position as a trusted advisor for senior customer leadership.
• Shape and optimize Customer Success practices within the US region.

Requirements

• Must have previously worked in or with technically focused positions, such as pre-sales, solutions/sales engineering, or implementations.
• Proficient in using modern office suites like Google Docs, PowerPoint, Excel, and various reporting capabilities for day-to-day tasks.

Skills

• Core Customer Success Manager skills
• High-touch engagement models
• Customer-first mindset
• Stakeholder management
• Business Value Realisation (BVR)
• Technical Aptitude

Location

• US

Work Type

• Full-time

Experience Level

• Senior

Salary/Compensations

• $150,000 - $160,000 a year
• 150,000-160,000 base salary + 20% bonus plan