Customer Success Manager

5 days, 2 hours ago
Full-time
Senior
Customer and Technical Support
Sitetracker

Sitetracker

Sitetracker provides a comprehensive platform for managing high-volume distributed projects, enabling real-time collaboration, automated reporting, and accurate forecasting to streamline the deployment of infrastructure projects.

Diversified Telecommunication Services
251-1K
Founded 2013
$183M raised

Description

  • Own the strategic relationship for a portfolio of 10-15 enterprise customers.
  • Create, maintain, and execute success and account plans that articulate ROI and business value.
  • Conduct deep discovery to uncover growth opportunities within complex customer organizations.
  • Proactively assess customer health, identify risks, and develop mitigation plans to prevent churn.
  • Collaborate cross-functionally to resolve customer issues and improve the overall customer experience.
  • Engage stakeholders at all levels with a high-touch communication cadence.
  • Identify, quantify, and benchmark business value metrics and KPIs tied to customer outcomes.
  • Create jointly owned success plans and validate business value with executive stakeholders.
  • Drive retention, expansion, and advocacy through ongoing value realization.
  • Contribute to Customer Success best practices and process improvements.

Requirements

  • Experience in a technically focused role such as pre-sales, solutions/sales engineering, or implementations.
  • Ability to manage a portfolio of 10-15 customers independently using a high-touch engagement model.
  • Strong personal project management skills and independent judgment in complex customer scenarios.
  • Experience building stable working relationships across internal teams and external stakeholders.
  • Ability to communicate industry knowledge and best practices as a trusted advisor.
  • Comfort navigating complex customer organizations and working with executive stakeholders.
  • Ability to identify, quantify, and demonstrate business value and ROI.
  • Ability to anticipate issues and blockers before they affect customer success.
  • Experience refining strategies based on constructive feedback.
  • Preferred experience in a customer success or similar customer-facing role.

Interested in this position?

Apply directly on the company website

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