Customer Success Manager

Job description

### **The Opportunity** Join Sitetracker as a Customer Success Manager and play a key role in helping customers across North America maximize the value of our platform. You'll manage a diverse portfolio of customers, including Spanish-speaking organizations, ensuring they achieve measurable business outcomes through strong adoption, proactive engagement, and long-term partnership. This role is ideal for someone who combines strong relationship-building skills with a data-driven, strategic approach to Customer Success. You'll have the opportunity to develop creative and scalable engagement strategies, anticipate customer needs, and identify opportunities for growth while proactively mitigating retention risks. You'll work across different industries, customer personas, and cultural environments, bringing together customer insights, technology, and cross-functional collaboration to deliver meaningful results. Your ability to communicate effectively in both English and Spanish will be essential to building trusted relationships and driving customer success across the portfolio. ### **What You'll Do** As a Customer Success Manager, you'll own a portfolio of approximately 30–35 accounts, serving as a trusted partner and ensuring customers realize measurable value from Sitetracker. You'll develop customer success plans, establish consistent engagement cadences, and align our platform's capabilities with each customer's business objectives to drive adoption, satisfaction, and retention. You'll leverage customer health scores, product usage data, and engagement trends to proactively identify risks and opportunities across your portfolio. By anticipating challenges well ahead of renewal dates, you'll develop and execute mitigation plans in partnership with Sales, Product, and other internal teams, helping ensure accurate renewal forecasting and stronger customer outcomes. You'll create personalized and scalable communication strategies that resonate with different stakeholders, from day-to-day users to executive leadership. Through business reviews, digital communications, video, and targeted outreach, you'll ensure customers remain engaged, informed, and connected to the value of Sitetracker, regardless of their location or preferred language. You'll bring structure and efficiency to managing a diverse customer portfolio, maintaining accurate account plans, success plans, and engagement data in Salesforce. By identifying patterns across accounts and developing repeatable processes, reporting tools, and communication frameworks, you'll help improve how our Customer Success team operates at scale. ### **The Skills You'll Have** ### **Customer Portfolio Management & Retention** - 1–2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within B2B SaaS. - Experience managing a portfolio of customer accounts, establishing engagement cadences, maintaining success plans, and driving measurable adoption and retention outcomes. - Ability to analyze customer health, product adoption, and business objectives to identify churn risks, forecast renewals, and develop proactive mitigation strategies. - Proven ability to identify trends across a portfolio and develop scalable playbooks or processes that improve retention and customer outcomes. - Experience proactively identifying growth opportunities and partnering cross-functionally to expand the value customers receive from a software platform. ### **Customer Communication & Engagement** - Professional fluency in both English and Spanish, with the ability to communicate clearly and confidently with customers and internal stakeholders in both languages. - Strong written and verbal communication skills, with experience tailoring messaging and delivering business reviews to stakeholders across different levels, regions, and cultural backgrounds. - Experience leveraging digital engagement tools, including email, video, and virtual meetings, to maintain meaningful customer relationships and communicate business value. - Ability to develop creative, persona-based communication frameworks that anticipate customer needs and improve engagement across a diverse portfolio. - Demonstrated success engaging hard-to-reach customers through innovative outreach strategies and scalable digital communication. ### **Data- Driven Account Management & Organization** - Strong organizational and prioritization skills, with the ability to manage multiple accounts, competing customer needs, and engagement activities effectively. - Experience using Salesforce or similar CRM platforms to maintain accurate account plans, success plans, customer health information, and engagement records. - Ability to analyze product usage, customer health metrics, and engagement data to identify trends, prioritize activities, and translate insights into actionable plans. - Experience creating reporting dashboards, trackers, or automated workflows that improve portfolio visibility and enable proactive risk identification. - Proven ability to develop and implement process improvements that increase efficiency and scalability across a Customer Success organization. ### Within 90 Days, You'll - Develop a strong understanding of Sitetracker's platform, customer value proposition, and the business challenges our customers are solving. - Build relationships with your assigned customers and internal stakeholders, establishing an understanding of account health, adoption, business objectives, and renewal timelines. - Become proficient in Salesforce and the tools used to monitor customer health, product adoption, and engagement. - Begin establishing consistent, personalized communication cadences across your portfolio, including English- and Spanish-speaking customers. ### Within 180 Days, You'll - Independently manage your portfolio of approximately 30–35 accounts, executing customer success plans and driving consistent engagement and adoption. - Proactively identify retention risks and growth opportunities using customer health, product usage, and engagement insights, collaborating with internal teams on actionable plans. - Deliver impactful customer business reviews that demonstrate measurable value and align Sitetracker's capabilities with customer priorities. - Implement scalable communication strategies that improve engagement across different customer personas, industries, and regions. ### Within 365 Days, You'll - Demonstrate measurable improvements in customer engagement, product adoption, and retention across your portfolio. - Consistently identify and communicate renewal risks well in advance, executing proactive mitigation plans that strengthen customer relationships and renewal predictability. - Establish repeatable engagement frameworks and data-driven processes that improve portfolio management efficiency and customer outcomes. - Become a trusted customer advocate and strategic partner, contributing insights and best practices that help Sitetracker scale its Customer Success organization.