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Senior Customer Success Executive

2 months ago

Minneapolis, United States Siteimprove Full time

Customers will see the Senior Customer Success Executive as an advisor they can trust not only related to Siteimprove but in improving their approach to the web overall. The Senior Customer Success Executive is responsible for ensuring that assigned Siteimprove customers are consistently successful in working with Siteimprove. The results of these efforts should be a high retention rate of Annual Recurring Revenue (ARR), identification of contract expansion opportunities, and identifying Customers willing to participate in promotional projects such as case studies, testimonials, and reference requests. Your expertise will ensure the Customer is successfully and continuously finding value with their subscription in a manner that is mutually beneficial to both the Customer and Siteimprove. 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. 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 Customers which you will be willing and able to provide. What you will be doing

Manage the entire customer lifecycle from post-implementation to retention & expansion Manage a scaled portfolio & identify key industry trends and opportunities to impact customers at scale Meet and exceed overall Customer gross and net retention 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. Work with strategic and complex Customers to establish critical goals and milestones, identify key performance indicators, and aid the Customers in achieving their definition of success. Conduct scheduled Executive Business Reviews (EBR) as appropriate for Customer type at intervals determined by Customer value. Be a thought leader for Corporate Customer Success within Siteimprove to identify problems and secure resources to solve them. Proactively identify improving or failing Customer health and respond accordingly utilizing all available methods and tools to offer solutions to relevant stakeholders. Initiate and lead knowledge-sharing activities and collaboration across 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. Work with Customers who 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. Maintain advanced level knowledge of customer industries as well as product features, advantages, benefits, contract details, and selling points for effective communication. Participate in a variety of activities that increase your reach and knowledge in the Customer Success industry such as networking events, conferences, online courses, etc. 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. What we will 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 8+ years of experience in Customer Success or equivalent history in increasing Customer satisfaction, and adoption leading to high gross and net retention for Fortune 2000 companies What we will love about you

MBA from a Tier 1 school Software-as-a-Service (SaaS) experience in a B2B Martech environment Full P&L responsibility for assigned account Portfolio Self-starter with a 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 Proven Customer focus 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 Excellent verbal and written communication skills working in a professional environment Strong collaboration and teambuilding skills Excellent, time management, organizational, and planning skills Ability to multi-task and adapt to a fast-paced environment Knowledge of and/or experience with a CRM tool High-level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital Analytics Base pay will depend on the position, individual qualifications, market, and other operational business needs.

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