Associate Customer Success Manager

The Opportunity

We are looking for an Associate Customer Success Manager to join our growing Customer Success team. As an Associate CSM, you will work with customers at all stages of the customer journey from implementation through go-live as they deploy and adopt the Sitetracker platform.

As the main point of contact, you will define and demonstrate Sitetracker's value to our customers by identifying business objectives and aligning Sitetracker capabilities with your customer's goals. Working closely with cross-functional teams, you will own user adoption and customer advocacy to ensure the retention and growth of our customers.

What You'll Do

You will be the primary advocate and trusted advisor for your customers. You will establish a regular interaction cadence, create action plans to deliver against KPIs, and ensure you have referenceable customers to support global sales efforts. Beyond day-to-day interactions, you will continually develop strategic account plans to support product expansion and engage directly with Sitetracker Product & Engineering to communicate customer requests regarding product roadmaps and customizations.

The Skills You'll Have

Core Customer Success Manager Skills

• Create and execute comprehensive success plans tailored to individual customer needs.
• Demonstrate a history of passion and enthusiasm for customer success and a commitment to personal development.
• Excellent written communication skills
• Apply experience working with mid-tier customers to manage books of business effectively, and drive renewals

Improving Customer Experience & Stakeholder Management

• Foster high-level relationships with senior stakeholders and project sponsors within a customer environment.
• Create and deliver communication plans that keep customers informed and engaged.
• Understand customer use cases and Sitetracker adoption at a high level, becoming a trusted advisor.

Demonstrating Business Value Realisation & Contract Value

• Identify, deliver, and masterfully articulate the Sitetracker solution's value and return on investment to customers.
• Partner with customer leadership to identify and measure new KPIs, focusing heavily on business outcomes and value realization.
• Identify additional revenue-generating opportunities by aligning customer goals with Sitetracker functionality and roadmaps.

Technical Aptitude

• Develop a strong technical understanding of deployed solutions and Sitetracker platform capabilities.
• Complete internal certifications to accelerate product knowledge and independent troubleshooting capability.
• Contribute to internal process improvements and engage with Engineering to discuss enhanced product functionality.