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Sitetracker is seeking an Associate Customer Success Manager to join its growing Customer Success team. In this role, you will serve as the primary point of contact for customers throughout their journey—from implementation through go-live and beyond—as they deploy and adopt the Sitetracker platform.
You will be responsible for defining and demonstrating Sitetracker's value by identifying customer business objectives and aligning platform capabilities with their goals. Working closely with cross-functional teams including Product and Engineering, you will own user adoption and customer advocacy to drive retention and growth.
Key responsibilities include establishing regular interaction cadence with customers, creating and executing comprehensive success plans tailored to individual needs, and developing strategic account plans to support product expansion. You will identify and articulate the solution's value and return on investment, partner with customer leadership to measure KPIs focused on business outcomes, and identify upsell opportunities by aligning customer goals with Sitetracker functionality.
You will foster high-level relationships with senior stakeholders and project sponsors, create communication plans to keep customers informed and engaged, and develop a strong technical understanding of deployed solutions and platform capabilities. The role requires completing internal certifications to accelerate product knowledge and contributing to internal process improvements.
Ideal candidates have a passion for customer success and personal development, excellent written communication skills, and experience managing mid-tier customer accounts. You should be comfortable with technical concepts, able to troubleshoot independently, and skilled at translating customer needs into product feedback for the engineering team.
