Job Description:
The Customer Success Executive is responsible for ensuring that assigned Siteimprove customers are consistently successful in working with Siteimprove. The results of these efforts should be a high retention rate of Annual Recurring Revenue (ARR), identification of contract expansion opportunities, and identifying Customers willing to participate in promotional projects such as case studies, testimonials, and reference requests. The primary goal of this role is to ensure the Customer is successfully and continuously finding value with their subscription in a manner that is mutually beneficial to both the Customer and to Siteimprove. By combining your understanding of the Customer's definition of success with your expertise in the Siteimprove offerings you will advise our Customers on how they can realize value and best leverage their solutions and services. Doing so time and again will result in you being a trusted advisor and strategic partner for our Customers and their go-to contact for all things Siteimprove. This will also result in other Siteimprove departments looking to you for knowledge about our Customers which you will be willing and able to provide.
What you will be doing
Manage the entire customer lifecycle from post-implementation to retention & expansion
Manage a scaled portfolio & identify key industry trends and opportunities to impact customers at scale
Meet and exceed overall Customer gross and net retention goals with assigned customers.
Work with Customers to understand business objectives, or other key performance indicators, and aid the Customer in achieving their definition of success.
Utilize all available methods and tools for indications of improving or failing Customer health and respond accordingly. Examples include employing risk mitigation tactics or providing expansion leads to the Sales team
Work cross-functionally with key stakeholders in sales, renewals management, services, and marketing
Actively participate in knowledge-sharing activities, including but not limited to process improvements and Customer and industry trends. Provide feedback that will improve how Siteimprove works with our Customers.
Maintain practitioner-level knowledge of customer industries as well as product features, advantages, benefits, contract details, and selling points for effective communication.
Advocate on behalf of the Customer to other departments to ensure Customer needs are met
Keep up-to-date information, status, documentation, and other pertinent details of assigned Customers in Siteimprove's Customer Success tool.
Attend meetings and other company functions necessary to perform duties
Performs other related duties as assigned
What we will require of you
You embody our core values: You are people-centric. You are customer-focused. You embrace and drive change. You have a passion to succeed. You find value in diversity and inclusion.
Minimum 3 years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention.
What we will love about you
Software-as-a-Service (SaaS) experience in a B2B Martech environment
Self-starter with a demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods
Proven Customer focus experience ensuring the Customer perspective is a driving force behind business decisions and activities
Excellent problem-solving and creative thinking skills
Proven ability to be a business advisor by creating valuable business partnerships with Customers
Proven track record of delivering measurable results
Excellent verbal and written communication skills working in a professional environment
Strong collaboration and teambuilding skills
Excellent, time management, organizational, and planning skills
Ability to multi-task and adapt to a fast-paced environment
Experience in digital marketing
Knowledge of and/or experience with a CRM tool
High-level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital Analytics
Experience with screen share software
Familiarity with HTML or web content management is a plus
What we hope you'll appreciate
Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 10 paid holidays, and volunteer leave.
Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.
The annual salary for this position ranges from $66,400 to $89,200, based on experience and qualifications. The targeted annual salary for this role is $77,300. This target is designed to set clear expectations and align with our budget for the ideal candidate. We are dedicated to having open discussions about compensation during the interview process to ensure that we find a mutually beneficial match for both you and our team.
