Customer Success Executive

3 weeks ago

London, United Kingdom Siteimprove Full time

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 doing**:

- Manage the entire customer lifecycle from post-implementation to retention & expansion
- Manage a German and UK-based portfolio of customers & identify key industry trends and opportunities to impact customers
- 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.
- 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 team
- Work cross-functionally with key stakeholders in sales, renewals management, services, and marketing
- Actively 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 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**:

- Minimum 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 English
- 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
- Strong collaboration and teambuilding skills
- Excellent, time management, organizational, and planning skills
- Ability to multi-task and adapt to a fast-paced environment
- Travel as needed

**What we will love about you**:

- Software-as-a-Service (SaaS) experience in a B2B Martech environment
- Experience in digital marketing
- Knowledge of and/or experience with a CRM tool
- High-level knowledge of Digital Content Creation, accessibility, Search Engine Optimization, and Digital Analytics
- Familiarity with HTML or web content management is a plus

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