Customer Success Manager

• Work with customers through all stages of the customer journey, from implementation through go-live, as they deploy and adopt the Sitetracker platform
• Serve as the main point of contact, primary advocate, and trusted advisor for customers
• Define and demonstrate Sitetracker's value by identifying business objectives and aligning platform capabilities with customer goals
• Establish regular interaction cadences and create action plans against KPIs
• Own user adoption and customer advocacy to support customer retention and growth
• Build referenceable customers to support global sales efforts
• Develop strategic account plans supporting product expansion
• Engage with Product and Engineering regarding customer requests, product roadmaps, and customizations
• Create and execute customer success plans tailored to customer needs
• Manage a portfolio of approximately 30–35 accounts
• Identify retention risks and growth opportunities using customer health, product usage, and engagement insights
• Deliver customer business reviews demonstrating measurable value and aligning Sitetracker capabilities with customer priorities
• Implement scalable communication strategies across customer personas, industries, and regions
• Establish repeatable engagement frameworks and data-driven portfolio management processes
• Contribute customer insights and best practices to scale the Customer Success organization

• Experience working with mid-tier customers to manage books of business effectively and drive renewals
• Excellent written communication skills
• Passion and enthusiasm for customer success
• Commitment to personal development
• Ability to foster high-level relationships with senior stakeholders and project sponsors
• Ability to create and deliver customer communication plans
• Understanding of customer use cases and Sitetracker adoption
• Ability to identify, deliver, and articulate solution value and return on investment
• Ability to identify and measure KPIs focused on business outcomes and value realization
• Ability to identify additional revenue-generating opportunities
• Strong technical understanding of deployed solutions and Sitetracker platform capabilities
• Ability to complete internal certifications
• Ability to troubleshoot independently
• Experience or ability to use Salesforce and customer health, product adoption, and engagement monitoring tools
• Ability to communicate with English- and Spanish-speaking customers

• Internal certifications to accelerate product knowledge and independent troubleshooting capability
• Personal development opportunities
• Remote work arrangement