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About the Role
The Customer Success Executive ensures assigned Siteimprove customers achieve success with the platform, driving high retention rates, identifying expansion opportunities, and engaging customers in promotional activities. The primary goal is to ensure customers continuously derive value from their subscription in a mutually beneficial way.
Responsibilities
- Manage the entire customer lifecycle from post-implementation to retention & expansion
- Manage a scaled portfolio & identify key industry trends and opportunities to impact customers at scale
- Meet and exceed overall Customer gross and net retention goals with assigned customers.
- Work with Customers to understand business objectives, or other key performance indicators, and aid the Customer in achieving their definition of success.
- Utilize all available methods and tools for indications of improving or failing Customer health and respond accordingly.
- Work cross-functionally with key stakeholders in sales, renewals management, services, and marketing
- Actively participate in knowledge-sharing activities, including but not limited to process improvements and Customer and industry trends.
- Maintain practitioner-level knowledge of customer industries as well as product features, advantages, benefits, contract details, and selling points for effective communication.
- Advocate on behalf of the Customer to other departments to ensure Customer needs are met
- Keep up-to-date information, status, documentation, and other pertinent details of assigned Customers in Siteimprove’s Customer Success tool.
- Attend meetings and other company functions necessary to perform duties
- Performs other related duties as assigned
Requirements
- Minimum 3 years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention.
- Self-starter with a demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
- Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods
- Proven Customer focus experience ensuring the Customer perspective is a driving force behind business decisions and activities
- Excellent problem-solving and creative thinking skills
- Proven ability to be a business advisor by creating valuable business partnerships with Customers
- Proven track record of delivering measurable results
- Excellent verbal and written communication skills working in a professional environment in Scandinavian languages
- Strong collaboration and teambuilding skills
- Excellent, time management, organizational, and planning skills
- Ability to multi-task and adapt to a fast-paced environment
- Travel as needed
Skills
- Software-as-a-Service (SaaS) experience in a B2B Martech environment
- Experience in digital marketing
- Knowledge of and/or experience with a CRM tool
- High-level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital Analytics
- Familiarity with HTML or web content management
Location
- London
Work Type
- Onsite
Experience Level
- Minimum 3 years of experience
Salary/Compensations
- $37,800 - $47,250 a year
- Quarterly commissions subject to the terms of the applicable commission plan.
Benefits
- 25 days of annual holiday
- Support for flexible and sustainable commuting
- Private medical coverage through Bupa
- Wellbeing and employee support services through Canada Life
- Weekly lunch allowance
- Company pension benefits through Aviva
About the Company
- At Siteimprove, we're committed to supporting your wellbeing both at work and beyond.
- Our UK benefits are designed to help you stay healthy, maintain a healthy work-life balance, and plan confidently for the future.