Hybrid Senior Customer Success Executive

at Siteimprove

• Job title: Senior Customer Success Executive
• Job type: Full Time
• Experience level: Senior
• Salary: $81,600 - $102,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Minneapolis, United States

About the role

• Senior Customer Success Executive managing the customer lifecycle and portfolio of customers at Siteimprove. Ensuring success and measurable outcomes using the platform's capabilities.

Responsibilities

• Manage the entire customer lifecycle from post-implementation to retention & expansion.
• Manage a portfolio of Corporate and Enterprise customers and identify key industry trends and opportunities to impact customers.
• Meet and exceed overall Customer gross and net expansion 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 deep 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.

Requirements

• Minimum 5 years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention.
• Self-starter with 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 in negotiation.
• Proven customer-focused 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.
• Strong collaboration and teambuilding skills.
• Excellent time management, organizational, and planning skills.
• Ability to multitask and adapt to a fast-paced environment.
• Travel as needed.

Benefits

• Quarterly commissions subject to the terms of the applicable commission plan.
• The pay for the successful candidate will depend on various factors, including work location, relevant knowledge, skills, qualifications, and experience.