SiteAware
Enterprise Customer Success Manager
SiteAware, Austin, Texas, us, 78716
Job Description:Siteaware is looking to hire an Enterprise Customer Success Manager (CSM) to join our growing team. You’ll be working directly with our existing customers to transform them into Siteaware advocates while also ensuring they are realizing the full value of their investment. As part of a small team, you’ll have a unique opportunity to be a trusted advisor to our enterprise customers that are changing the construction industry. We’re looking for someone who has managed enterprise customers from the implementation handoff to quarterly business reviews (QBRs) to renewal conversations with Account Executives. You’ll be responsible for uncovering upsell & cross-sell opportunities, and strengthening our land & expand strategy. Successful candidates have a proven track record of being a top-performer in metrics like net retention, GRR, and closing upsells & cross-sells. We’re currently building out the team in Austin, TX, for a hybrid role but we are open to the best candidates that are remote too. This role will be highly visible to the leadership team with opportunities for growth as the team scales, and we’re looking for someone to join us immediately! This role will report to the VP of Revenue.
Here’s what you’ll be taking on:
Seen as a key advisor to your book of business to help clients achieve their objectivesManage all post-sales activities for Siteaware’s top enterprise customers through relationship building, best practice sharing, and planning & execution of strategies to increase engagementDevelop joint success plans with customers to ensure there is a plan in place to drive adoption and high value use cases within the organization through change managementMaintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needsIncrease customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomesTrack accounts to identify churn risk and work actively to eliminate that riskWork closely with Product and Engineering on identification and tracking of product improvement requests and bugsWork across all levels of the organization to develop best practices and connect prospects and clients with Product Managers and Marketing to further client success and Siteaware’s evolution as a category creatorWho you are:You’re passionate about building client relationships, motivated and get things done. You want to work in a startup environment because you like the idea of taking ownership of what you work on and making a big impact.
Your skill set:
3+ years of customer success or account management experienceFamiliar with SaaS KPIsExpert in objection handling and comfortable working in a fast-paced environmentThe candidate must be self-motivated, driven, and always focused on “doing the right thing” for the companyThe candidate must have strong presentation skills and be capable of designing and executing a joint success plan with clientsThe candidate must be curious with a desire to learn and become an expert on Siteaware’s offering to the construction industry
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Here’s what you’ll be taking on:
Seen as a key advisor to your book of business to help clients achieve their objectivesManage all post-sales activities for Siteaware’s top enterprise customers through relationship building, best practice sharing, and planning & execution of strategies to increase engagementDevelop joint success plans with customers to ensure there is a plan in place to drive adoption and high value use cases within the organization through change managementMaintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needsIncrease customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomesTrack accounts to identify churn risk and work actively to eliminate that riskWork closely with Product and Engineering on identification and tracking of product improvement requests and bugsWork across all levels of the organization to develop best practices and connect prospects and clients with Product Managers and Marketing to further client success and Siteaware’s evolution as a category creatorWho you are:You’re passionate about building client relationships, motivated and get things done. You want to work in a startup environment because you like the idea of taking ownership of what you work on and making a big impact.
Your skill set:
3+ years of customer success or account management experienceFamiliar with SaaS KPIsExpert in objection handling and comfortable working in a fast-paced environmentThe candidate must be self-motivated, driven, and always focused on “doing the right thing” for the companyThe candidate must have strong presentation skills and be capable of designing and executing a joint success plan with clientsThe candidate must be curious with a desire to learn and become an expert on Siteaware’s offering to the construction industry
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