Customer Success Manager

Job Opportunity

Join Sitetracker's dynamic Customer Success team where you will play a vital role in delivering immediate, measurable value to customers. This position offers a unique chance to lead customer transformation initiatives while facing ongoing growth challenges and opportunities in a fast-paced environment, shaping the next phase of success for our clients.

Key Responsibilities

As a Customer Success Manager, you will manage a portfolio of enterprise clients, ensuring they gain substantial benefits from Sitetracker's solutions. You will develop, oversee, and implement detailed success and account plans that highlight return on investment and business value, positioning yourself as a strategic partner in their growth journey.

You'll navigate complex organizational structures within client companies, uncover new growth opportunities through thorough discovery, and proactively address and resolve customer challenges to prevent churn. Collaboration across teams will be essential to enhance the overall customer experience, ensuring satisfaction and loyal advocacy.

Required Skills and Competencies

• Ability to evaluate and apply judgment to complex customer scenarios, selecting optimal approaches.
• Experience managing 10-15 customers using personalized engagement strategies and diverse methods independently.
• Strong self-management skills with minimal oversight and effective project leadership.
• Proactive identification and mitigation of potential customer issues and organizational blockers.
• Expertise in engaging with stakeholders across various business levels with consistent communication.
• Capacity to incorporate stakeholder feedback to refine customer strategies.
• Advocacy for team process and tool improvements to enhance customer engagement.
• Skills to foster collaboration through open communication and feedback solicitation.
• Ability to define and link business value metrics to Sitetracker solutions tailored to customer processes.
• Creation of jointly owned success plans with measurable key performance indicators validated by executive sponsors.
• Experience driving retention, expansion, and advocacy through clear business value delivery.
• Technical aptitude including experience in technical roles such as pre-sales, sales engineering, or implementations.
• Trusted advisor capability, offering industry insight and best practices based on prior technical experience.
• Internal consultancy skills for industry updates and optimal customer interaction.

Performance Milestones

• Within 90 Days: Establish strong engagement with your assigned customer portfolio and initiate documented success and account plans focusing on early value realization.
• Within 180 Days: Effectively execute plans resulting in measurable business benefits, uncover account growth through complex organizational navigation, and collaborate on mitigating customer challenges.
• Within 365 Days: Achieve high retention and account expansion exceeding renewal targets, become a strategic advisor to executives, and influence the evolution of the Customer Success function.

Additional Information

We utilize artificial intelligence tools in aspects of our hiring process including application review and verification. These tools support our recruitment team but do not replace human decision-making, with final hiring choices made by people. For inquiries about data handling, please contact us directly.