Customer Success Manager
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Job Description
Associate Customer Success Manager guiding Sitetracker customers through implementation, adoption, renewals, and growth. Managing customer success plans, stakeholder relationships, KPIs, and platform value realization.
Responsibilities:
- Work with customers through all stages of the customer journey, from implementation through go-live, as they deploy and adopt the Sitetracker platform
- Serve as the main point of contact, primary advocate, and trusted advisor for customers
- Define and demonstrate Sitetracker's value by identifying business objectives and aligning platform capabilities with customer goals
- Establish regular interaction cadences and create action plans against KPIs
- Own user adoption and customer advocacy to support customer retention and growth
- Build referenceable customers to support global sales efforts
- Develop strategic account plans supporting product expansion
- Engage with Product and Engineering regarding customer requests, product roadmaps, and customizations
- Create and execute customer success plans tailored to customer needs
- Manage a portfolio of approximately 30–35 accounts
- Identify retention risks and growth opportunities using customer health, product usage, and engagement insights
- Deliver customer business reviews demonstrating measurable value and aligning Sitetracker capabilities with customer priorities
- Implement scalable communication strategies across customer personas, industries, and regions
- Establish repeatable engagement frameworks and data-driven portfolio management processes
- Contribute customer insights and best practices to scale the Customer Success organization
Requirements:
- Experience working with mid-tier customers to manage books of business effectively and drive renewals
- Excellent written communication skills
- Passion and enthusiasm for customer success
- Commitment to personal development
- Ability to foster high-level relationships with senior stakeholders and project sponsors
- Ability to create and deliver customer communication plans
- Understanding of customer use cases and Sitetracker adoption
- Ability to identify, deliver, and articulate solution value and return on investment
- Ability to identify and measure KPIs focused on business outcomes and value realization
- Ability to identify additional revenue-generating opportunities
- Strong technical understanding of deployed solutions and Sitetracker platform capabilities
- Ability to complete internal certifications
- Ability to troubleshoot independently
- Experience or ability to use Salesforce and customer health, product adoption, and engagement monitoring tools
- Ability to communicate with English- and Spanish-speaking customers
Benefits:
- Internal certifications to accelerate product knowledge and independent troubleshooting capability
- Personal development opportunities
- Remote work arrangement
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