Principal Customer Success Executive

Description

Customers will see the Principal Customer Success Manager as an advisor they can trust not only related to Siteimprove but in providing expertise in improving their approach to the web overall.

The Principal Customer Success Executive is an internal adviser throughout the Siteimprove organization. They are responsible for ensuring that assigned Siteimprove customers are consistently successful in working with Siteimprove. Results of these efforts should be a high retention rate of Annual Recurring Revenue (ARR), identification of contract expansion opportunities, and developing Customers who are vocal advicates for Siteimprove who participate in case studies, testimonials and reference requests. Your expertise will ensure the Customer is successful continuously finding value with their subscription and services in a manner that is mutually beneficial to both the Customer and Siteimprove.

Provide an exceptional customer experience 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 and will drive adoption throughout their organization. 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 solutions and our Customers, which you will be willing and able to provide.

What You Will Be Doing

• Performs other related duties as assigned
• Work with Customers that communicate their intent to cancel their subscription with the goal of discovering why. This will allow you to show examples of value already obtained and/or offer solutions that address the Customer’s objections and persuade them to renew with the knowledge that you are responsible for managing churn and contraction conversations and reversing churn where possible.
• Conduct scheduled Executive Business Reviews (EBR) as appropriate for Customer type at intervals determined by Customer value.
• Proactively identify improving or failing Customer health and respond accordingly utilizing all available methods and tools to offer solutions to relevant stakeholders.
• 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
• Initiate and lead knowledge sharing activities and collaboration accross the organization, including but not limited to process improvements, and Customer and industry trends in order to drive adoption. Provide feedback that will improve how Siteimprove works with our Customers.
• Advocate on behalf of the Customer to other departments to ensure Customer needs are met
• Work with strategic and complex Customers to establish critical goals and milestones, identify key performance indicators, and aid the Customer in achieving their definition of success.
• Participate in a variety of activities that increase yor reach and knowledge in the Customer Success industry such as: networking events, conferences, online courses, etc.
• Maintain advanced level knowledge of customer industries as well as product features, advantages, benefits, contract details, and selling points for effective communication.
• Meet and exceed overall Customer retention goals with assigned Customers.

What we 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 5+ years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention.

What we'll love about you

• Proven track record of delivering measurable results
• Strong collaboration and teambuilding skills
• Self-starter with demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
• Excellent verbal and written communication skills working in a professional environment
• Software-as-a-Service (SaaS) experience with Customer service
• Proven Customer focus experience ensuring the Customer perspective is a driving force behind business decisions and activities
• Excellent, time management, organizational and planning skills
• Excellent problem solving and creative thinking skills
• Experience in digital marketing
• Ability to multi-task and adapt to a fast-paced environment
• Knowledge of and/or experience with a CRM tool
• Familiarity with HTML or web content management a plus
• Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods
• Proven ability to be a business advisor by creating valuable business partnerships with Customers
• High level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital Analytics
• Experience with screen share software

What you'll love about us

We are committed to making the world a more inclusive place. It is our purpose, our Why with a capital W, our reason for jumping out of bed in the morning. It is why we create, invent, and push ahead with innovative solutions. We are innovators trying to change the world, but we cannot do it alone. We help and encourage every company or individual who joins us.

And, as you might have guessed, an inclusive culture is a top priority for us—and it shows! We have a global team of over 600 people across North America, Europe, and Australia. We are a performance-driven company with a culture of accountability, collaboration, and delivering value. If you are looking to work on the next generation of technology that transforms content experiences in a fast-paced, hyper-growth environment, then apply! We’re just getting started…

Salary Range:

$88-$119K - Base pay will depend on the position, individual qualifications, market, and other operational business needs.

In addition, we hope you’ll appreciate:

• 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!
• Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and two Give Back Days.
• Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.

How to apply

Click on the APPLY NOW button to submit your application.

Siteimprove is an equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

Siteimprove is a global corporation and has developed data practices designed to assure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/.

Apply now!