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