Customer Success Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Collaborate with customers throughout all phases of their journey, from implementation to go-live, while they deploy and adopt the Sitetracker platform.

• Act as the primary point of contact, advocate, and trusted advisor for customers.

• Define and showcase Sitetracker's value by identifying business objectives and aligning platform features with customer goals.

• Establish regular interaction schedules and create action plans based on KPIs.

• Take ownership of user adoption and customer advocacy to enhance customer retention and growth.

• Build referenceable customers to support global sales initiatives.

• Develop strategic account plans that promote product expansion.

• Collaborate with Product and Engineering on customer requests, product roadmaps, and customizations.

• Create and implement customer success plans tailored to individual customer needs.

• Manage a portfolio consisting of approximately 30–35 accounts.

• Identify retention risks and growth opportunities by analyzing customer health, product usage, and engagement insights.

• Conduct customer business reviews that demonstrate measurable value and align Sitetracker capabilities with customer priorities.

• Implement scalable communication strategies across different customer personas, industries, and regions.

• Establish repeatable engagement frameworks and data-driven portfolio management processes.

• Contribute customer insights and best practices to enhance the Customer Success organization.

⛳️ Requirements

• Proven experience working with mid-tier customers to effectively manage books of business and drive renewals.

• Exceptional written communication skills.

• A strong passion and enthusiasm for customer success.

• A commitment to personal development.

• Ability to build high-level relationships with senior stakeholders and project sponsors.

• Proficiency in creating and delivering customer communication plans.

• Understanding of customer use cases and Sitetracker adoption.

• Capability to identify, articulate, and deliver solution value and return on investment.

• Ability to identify and measure KPIs focused on business outcomes and value realization.

• Skill in identifying additional revenue-generating opportunities.

• Strong technical knowledge of deployed solutions and Sitetracker platform capabilities.

• Ability to complete internal certifications.

• Ability to troubleshoot independently.

• Experience or capability to use Salesforce and tools for monitoring customer health, product adoption, and engagement.

• Proficient in communicating with both English- and Spanish-speaking customers.

🏝️ Benefits

• Internal certifications to enhance product knowledge and independent troubleshooting capabilities.

• Opportunities for personal development.

• Flexible remote work arrangements.