Senior Customer Success Manager

Team: Customer Success

Location: Austin, TX, Montclair, NJ

Commitment: Full-Time

Workplace Type: hybrid

Salary:

The Opportunity

What Youll Do

The Skills Youll Have

Core Customer Success Manager skills:

• Manage a diverse portfolio of enterprise accounts, applying high-touch engagement models that drive strong relationships and help customers realize measurable value from the platform.
• Create and execute impactful account and success plans, demonstrating a strong customer-first mindset and ensuring customers achieve clear business value from their investment.
• Collaborate with Renewals and Sales counterparts to share customer health insights and influence positive renewal outcomes for six- and seven-figure contracts.
• Develop a deep understanding of your book of business to anticipate risks, remove blockers, and proactively guide customers toward successful outcomes.
• Build trusted relationships with key stakeholders, positioning yourself as a strategic advisor and strong advocate for your customers internally.
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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 customers 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 Sitetrackers 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, Youll:

• 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, Youll:

• 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, Youll:

• Consistently drive retention and expansion across your entire US portfolio, significantly contributing to Sitetrackers 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 Sitetrackers global CS operational excellence and market leadership.