Customer Success Executive

The 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. The primary goal of this role is to ensure the Customer is successful continuously finding value with their subscription in a manner that is mutually beneficial to both the Customer and to 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 doingManage the entire customer lifecycle from post-implementation to retention & expansionManage a German and UK-based portfolio of customers & identify key industry trends and opportunities to impact customersMeet 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.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 teamWork cross-functionally with key stakeholders in sales, renewals management, services, and marketingActively 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 practitioner-level 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 metKeep 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 dutiesPerforms other related duties as assignedWhat we will require of youMinimum 2 years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention.Excellent verbal and written communication skills working in a professional environment in both German language and EnglishSelf-starter with a demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasksStrong listening ability and persuasiveness to use appropriate interpersonal styles and communication methodsProven Customer focus experience ensuring the Customer perspective is a driving force behind business decisions and activitiesExcellent problem-solving and creative thinking skillsProven ability to be a business advisor by creating valuable business partnerships with CustomersProven track record of delivering measurable resultsStrong collaboration and teambuilding skillsExcellent, time management, organizational, and planning skillsAbility to multi-task and adapt to a fast-paced environmentTravel as neededWhat we will love about youSoftware-as-a-Service (SaaS) experience in a B2B Martech environmentKnowledge of and/or experience with a CRM toolHigh-level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital AnalyticsFamiliarity with HTML or web content management is a plus
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