Senior Customer Success Manager

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

• Use your ability to conduct business discussions, negotiations, and strategic conversations to drive customer value across the dynamic US region, partnering with a diverse portfolio of Enterprise and Regional accounts.
• Own the strategic relationship, meticulously creating, maintaining, and executing 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, understanding their mission-critical milestones and strategic objectives.
• Proactively assess and diagnose customer challenges, developing comprehensive mitigation plans to prevent churn and elevate the overall customer experience through seamless cross-functional collaboration.
• Continuously reinforce and improve Customer Success processes, ensuring you go above and beyond in every interaction, both externally with clients and internally with teams.
• Serve as a vital conduit, ensuring our customers’ voices are heard and their evolving needs are met with innovative solutions.

Requirements

• Manage a diverse portfolio of enterprise accounts, applying high-touch engagement models that drive strong relationships and help customers realize measurable value from the platform.
• Create and execute impactful account and success plans, demonstrating a strong customer-first mindset and ensuring customers achieve clear business value from their investment.
• Collaborate with Renewals and Sales counterparts to share customer health insights and influence positive renewal outcomes for six- and seven-figure contracts.
• 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 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 customers, aligning with their strategic objectives.
• Clearly articulate how value was identified, aligned to a customer's business objectives, 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, showcasing impact.
• Generate public endorsements from clients, serving as powerful advocates for Sitetracker's solutions.
• Previous experience in or with technically focused positions, such as pre-sales, solutions/sales engineering, or implementations.
• Ability to demonstrate, configure, or customize prior tools and platforms to meet specific business needs.
• Proficient in using modern office suites like Google Docs, PowerPoint, Excel, and various reporting capabilities for day-to-day tasks.
• Ability to clearly articulate complex technical problems and devise custom technical solutions that drive tangible customer outcomes.

Milestones

Within 90 Days, You'll:

• Successfully create and initiate success & account plans for your assigned portfolio of US accounts, aligning with customer and Sitetracker objectives.
• Begin to deeply engage with senior customer leadership across your region, building initial rapport and understanding their critical business drivers and strategic vision.
• Proactively assess and diagnose initial customer issues, collaborating with cross-functional teams to formulate and implement actionable mitigation plans.

Within 180 Days, You'll:

• Consistently execute and refine your success & account plans, actively demonstrating tangible ROI and business value to customers through clear metrics and outcomes.
• Expertly navigate complex customer organizations, turning detractors into champions and driving internal cross-functional improvements that enhance the customer experience.
• Proactively identify and champion opportunities for customer experience enhancement, adoption, and retention, becoming a vocal advocate for customer needs within Sitetracker.

Within 365 Days, You'll:

• Consistently drive retention and expansion across your entire US portfolio, significantly contributing to Sitetracker's growth through strong renewals and increased platform utilization.
• Solidify your position as a trusted advisor for senior customer leadership, influencing their long-term strategy and ensuring Sitetracker is an indispensable partner.
• Shape and optimize Customer Success practices within the US region, contributing directly to Sitetracker's global CS operational excellence and market leadership.

Pay

$150,000–$160,000 base salary + 20% bonus plan.