Description

Senior Customer Success Executive

Siteimprove is a global leader in digital accessibility, content optimization, and web governance, empowering organizations to deliver inclusive, high-performing digital experiences. With the launch of Siteimprove.ai, the only enterprise platform that unifies content compliance and content performance, we are leading the way in the AI era, where content must perform for both humans and AI. From accessibility to SEO/AIO, analytics, and content strategy, our Agentic Content Intelligence Platform empowers organizations to optimize content that is both compliant and discoverable by all.
We are seeking a highly strategic and customer-focused Senior Customer Success Executive to join our team. In this role, you will ensure that assigned Siteimprove customers consistently achieve success with our platform, realizing measurable value and outcomes from their subscription. You will combine your deep understanding of the customers definition of success with your expertise in Siteimproves solutions to guide, advise, and support customers in leveraging the platform to its fullest potential.

What you will be doing

• 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 Siteimproves Customer Success tool.
• Attend meetings and other company functions necessary to perform duties.
• Performs other related duties as assigned.

What we will require of you

• 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.

What we will love about you

• Software-as-a-Service (SaaS) experience in a B2B Martech environment
• Experience in digital marketing
• Knowledge of and/or experience with a CRM tool
• High-level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital Analytics
• Familiarity with HTML or web content management is a plus

**Additional Compensation: 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.
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 that has developed data practices to ensure 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/.
$81,600 - $102,000 a year

PI280575318