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
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Uses evaluation, judgment, and interpretation to select the right course of action for complex customer scenarios.
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Manages a portfolio of 10-15 customers, applying high-touch engagement models and diverse working methodologies independently.
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Works independently, with critical points reviewed, demonstrating strong personal project management skills.
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Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining successful customer outcomes.
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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
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Provides a high-touch customer engagement that ensures continuous, increased value from Sitetracker .
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Engages effectively with stakeholders at all levels of a business, maintaining appropriate communication cadences.
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Communicates effectively to key stakeholders when called upon, incorporating constructive feedback to refine strategies.
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Drives efficiencies in the team by advocating for process improvements and tools that better engage customers.
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Proactively shares information, actively solicits feedback, and facilitates communication for multiple stakeholders, fostering collaboration.
Demonstrating 'Business Value Realisation' (BVR), and contract value
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Identifies business value metrics specific to the customer's business processes and clearly ties them to Sitetracker value.
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Demonstrates the ability to identify, quantify, and achieve business value for customer(s), aligning with their overall objectives.
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Creates jointly-owned success plans with customers and validates business value directly with executive stakeholders.
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Consistently identifies and benchmarks new, creative, customer-specific business value metrics and KPIs.
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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 anticip