Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of Sitemetric's most significant and intricate strategic customer accounts within the construction and data center industries.

• Oversee the overall account health and enterprise relationships for each strategic client.

• Build relationships with executive sponsors, corporate security directors, and operations leadership.

• Coordinate Site Operations, sales, product, and support teams around account priorities.

• Facilitate Quarterly Business Reviews and strategic account planning sessions.

• Create multi-year account strategies focused on retention, expansion, and executive advocacy.

• Establish standard deployment models, SOPs, playbooks, and scalable best practices.

• Lead the onboarding process and ensure smooth implementation of access control systems.

• Standardize deployment and support procedures across customer site portfolios.

• Monitor customer health metrics and proactively manage account-level risks.

• Coordinate training and support to enhance product adoption and ROI.

• Collaborate with technical teams to address complex customer challenges.

• Represent the feedback of strategic customers and communicate requests for product enhancements.

• Handle renewals and pursue expansion opportunities.

• Develop case studies, success stories, and executive references.

• Participate in industry events and trade shows.

• Travel to customer sites for relationship building, training, and executive engagement, up to 25% of the time.

• Maintain CRM records and generate reports on account performance, renewal forecasts, and growth opportunities.

• Collaborate with sales, product, and engineering teams to improve customer experience.

• Contribute to initiatives aimed at customer retention and satisfaction.

⛳️ Requirements

• Over 5 years of experience in managing B2B customer relationships, specifically with enterprise or strategic accounts.

• Proven success in handling renewals, driving expansion, and enhancing customer satisfaction across large, complex accounts.

• Experience in leading executive business reviews and engaging with C-level stakeholders.

• Strong communication and presentation skills, capable of engaging stakeholders at all levels.

• Excellent problem-solving skills and a consultative approach to addressing customer needs.

• Proficiency in CRM systems and customer success platforms.

• Ability to convert technical concepts into business value propositions.

• Prior experience in the construction, data center, or physical security sectors is preferred.

• Willingness to travel to customer sites as required.

• A Bachelor's degree in Business, Engineering, or a related field is advantageous; relevant experience may be accepted in lieu of a degree.

🏝️ Benefits

• Competitive salary based on experience and qualifications.

• Health, dental, and vision insurance for full-time employees.

• Eligibility for 401(k) retirement plan.

• Employee referral bonus program, offering $50 for each referred candidate who completes at least 60 days of service with Sitemetric.

• Accrued paid sick leave available for all employees.

• Paid vacation, accruing at 80 hours per year.

• Variable compensation bonus of 20% based on commissions.