Senior Customer Success Manager

The Opportunity

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.

What You'll Do

As a Senior Customer Success Manager, you will use your ability to conduct business discussions, negotiations, and strategic conversations and be instrumental in driving customer value across the dynamic US region, partnering with a diverse portfolio of Enterprise and Regional accounts. You will own the strategic relationship, meticulously creating, maintaining, and executing success and account plans that clearly articulate ROI and Sitetracker’s business value. This includes skillfully navigating complex customer organizations to build deep rapport and trust with senior leadership, understanding their mission-critical milestones and strategic objectives.

You will proactively assess and diagnose customer challenges, developing comprehensive mitigation plans to prevent churn and elevate the overall customer experience through seamless cross-functional collaboration. Furthermore, you will continuously reinforce and improve Customer Success processes, always seeking to go above and beyond in every interaction, both externally with clients and internally with our teams. You will serve as a vital conduit, ensuring our customers’ voices are heard and their evolving needs are met with innovative solutions.

The Skills You'll Have

Core Customer Success Manager skills:

+ Manage a diverse portfolio of Enterprise and Regional accounts, applying high-touch engagement models and demonstrating adaptable ways of working.
+ Create and execute impactful account and success plans, demonstrating a commitment to customer-focused initiatives.
+ Drive the renewal of six-figure (mandatory) and ideally seven-figure contracts, showcasing your expertise in contract lifecycle management.
+ Proactively map out your territory, anticipating issues and blockers independently to ensure smooth customer journeys.
+ Pursue early and multi-year renewals autonomously, demonstrating a strong grasp of long-term account strategy.

Improving customer experience and satisfaction, including stakeholder management:

+ Fostered deep customer relationships through working in a 'high-touch' engagement model
+ Engages effectively at all levels of a business, from daily interactions with mid-management to monthly/quarterly executive cadences.
+ Expertise in creating and delivering compelling content tailored for executive audiences, articulating complex value propositions.
+ Identifies quick wins across your portfolio to rapidly improve user adoption and client satisfaction.
+ Quickly builds and establishes strong, trusted relationships with Business Sponsors and Economic Buyers.

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

+ Ability to identify, demonstrate, and achieve quantifiable business value for your customer(s), aligning with their strategic objectives.
+ Clearly articulate how you identified value, how it aligned to a customer's overall business objectives, and how it was delivered and measured.
+ Creates jointly-owned success plans with customers and validates business value with customer executives.
+ Builds out Success Stories and collaborates with Marketing to publish these with clients, showcasing impact.
+ Generates public endorsements from clients, serving as powerful advocates for Sitetracker's solutions.

Technical Aptitude:

+ Has previously worked 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.

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.