Customer Success Manager

As a Customer Success Manager, you'll own a portfolio of approximately 30–35 accounts, serving as a trusted partner and ensuring customers realize measurable value from Sitetracker. You'll develop customer success plans, establish consistent engagement cadences, and align our platform's capabilities with each customer's business objectives to drive adoption, satisfaction, and retention.

You'll leverage customer health scores, product usage data, and engagement trends to proactively identify risks and opportunities across your portfolio. By anticipating challenges well ahead of renewal dates, you'll develop and execute mitigation plans in partnership with Sales, Product, and other internal teams, helping ensure accurate renewal forecasting and stronger customer outcomes.

You'll create personalized and scalable communication strategies that resonate with different stakeholders, from day-to-day users to executive leadership. Through business reviews, digital communications, video, and targeted outreach, you'll ensure customers remain engaged, informed, and connected to the value of Sitetracker, regardless of their location or preferred language.

You'll bring structure and efficiency to managing a diverse customer portfolio, maintaining accurate account plans, success plans, and engagement data in Salesforce. By identifying patterns across accounts and developing repeatable processes, reporting tools, and communication frameworks, you'll help improve how our Customer Success team operates at scale.

• 1–2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within B2B SaaS.
• Experience managing a portfolio of customer accounts, establishing engagement cadences, maintaining success plans, and driving measurable adoption and retention outcomes.
• Ability to analyze customer health, product adoption, and business objectives to identify churn risks, forecast renewals, and develop proactive mitigation strategies.
• Proven ability to identify trends across a portfolio and develop scalable playbooks or processes that improve retention and customer outcomes.
• Experience proactively identifying growth opportunities and partnering cross-functionally to expand the value customers receive from a software platform.

• Professional fluency in both English and Spanish, with the ability to communicate clearly and confidently with customers and internal stakeholders in both languages.
• Strong written and verbal communication skills, with experience tailoring messaging and delivering business reviews to stakeholders across different levels, regions, and cultural backgrounds.
• Experience leveraging digital engagement tools, including email, video, and virtual meetings, to maintain meaningful customer relationships and communicate business value.
• Ability to develop creative, persona-based communication frameworks that anticipate customer needs and improve engagement across a diverse portfolio.
• Demonstrated success engaging hard-to-reach customers through innovative outreach strategies and scalable digital communication.