Customer Success Manager

The Opportunity

Join a high-performing Customer Success organization where you will immediately drive tangible value and demonstrate ROI for Sitetracker customers, directly contributing to their retention and growth. This is a unique chance to lead change for our customers and experience constant growth challenges and opportunities in a dynamic environment, shaping the future of success.

What You'll Do

As a Customer Success Manager, you will be instrumental in ensuring our customers realize immediate, profound value from Sitetracker solutions through expert Customer Success practices. You will own the strategic relationship with a portfolio of enterprise customers, focusing on the successful creation, maintenance, and execution of comprehensive success and account plans. These plans will clearly articulate ROI, business value, and Sitetracker-driven strategies, establishing you as a critical partner in their journey.

You will expertly navigate complex customer organizations, conducting deep discovery to uncover new opportunities and actively promote account growth. A crucial aspect of your role involves proactively assessing customer issues, diagnosing underlying challenges, and developing strategic mitigation plans to prevent churn. This will involve seamless cross-team collaboration to correct and enhance the overall customer experience, ensuring long-term satisfaction and advocacy.

The Skills You'll Have

Core Customer Success Manager skills

• Uses evaluation, judgment, and interpretation to select the right course of action for complex customer scenarios.

• Manages a portfolio of 10-15 customers, applying high-touch engagement models and diverse working methodologies independently.

• Works independently, with critical points reviewed, demonstrating strong personal project management skills.

• Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining successful customer outcomes.

• Proactively anticipates issues and blockers that could impact customer success and the organization in the near-future.

Improving customer experience and satisfaction, including stakeholder management

• Provides a high-touch customer engagement that ensures continuous, increased value from Sitetracker.

• Engages effectively with stakeholders at all levels of a business, maintaining appropriate communication cadences.

• Communicates effectively to key stakeholders when called upon, incorporating constructive feedback to refine strategies.

• Drives efficiencies in the team by advocating for process improvements and tools that better engage customers.

• Proactively shares information, actively solicits feedback, and facilitates communication for multiple stakeholders, fostering collaboration.

Demonstrating 'Business Value Realisation' (BVR), and contract value

• Identifies business value metrics specific to the customer's business processes and clearly ties them to Sitetracker value.

• Demonstrates the ability to identify, quantify, and achieve business value for customer(s), aligning with their overall objectives.

• Creates jointly-owned success plans with customers and validates business value directly with executive stakeholders.

• Consistently identifies and benchmarks new, creative, customer-specific business value metrics and KPIs.

• Drives customer retention, expansion, and advocacy through the clear articulation and delivery of proven value realization.

Technical Apptitude

• Builds stable working relationships internally, both within and across teams, leveraging technical insights.
• Communicates industry knowledge and best practices to the customer based on previous experience, acting as a trusted advisor.
• Possesses prior experience in a technically focused role such as pre-sales, solutions/sales engineering, or implementations.
• Serves as an internal consultant for industry updates and preferred Sitetracker methods of interaction.
• Proactively anticipates issues and blockers that could impact the organization in the near-future, often leveraging a technical perspective.

• Establish immediate high-touch engagement with your assigned customer portfolio, building foundational relationships.
• Begin creating and documenting initial success and account plans, focusing on demonstrating early ROI and Sitetracker value.
• Proactively assess the health of your customer accounts, identifying potential risks and opportunities for improvement.

• Successfully execute initial success and account plans, driving measurable business value and tracking key performance indicators for your customers.
• Demonstrate your ability to navigate complex customer organizations, conducting discovery calls that lead to identified account growth opportunities.
• Collaborate effectively with cross-functional teams to diagnose and initiate plans to mitigate customer issues, enhancing their experience.

• Consistently drive high customer retention and expansion within your portfolio, exceeding renewal targets and fostering long-term partnerships.
• Become a trusted strategic advisor to customer executives, leveraging your comprehensive understanding of Sitetracker’s value and technical capabilities to influence their strategic roadmap.
• Contribute significantly to the evolution of Sitetracker’s Customer Success best practices, sharing insights and driving continuous improvement across the organization.