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.

Within 90 Days, You'll:

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.

Within 180 Days, You'll:

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.

Within 365 Days, You'll:

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.

Originally posted on Himalayas