Associate Customer Success Manager

The Opportunity

We are looking for an Associate Customer Success Manager to join our growing Customer Success team in India. As an Associate CSM, you will work with customers at all stages of the customer journey from implementation through go-live as they deploy and adopt the Sitetracker platform.

As the main point of contact, you will define and demonstrate Sitetracker's value to our customers by identifying business objectives and aligning Sitetracker capabilities with your customer's goals. Working closely with cross-functional teams, you will own user adoption and customer advocacy to ensure the retention and growth of our customers.

What You'll Do

You will be the primary advocate and trusted advisor for your customers. You will establish a regular interaction cadence, create action plans to deliver against KPIs, and ensure you have referenceable customers to support global sales efforts. Beyond day-to-day interactions, you will continually develop strategic account plans to support product expansion and engage directly with Sitetracker Product & Engineering to communicate customer requests regarding product roadmaps and customizations.

The Skills You'll Have

Core Customer Success Manager Skills

Create and execute comprehensive success plans tailored to individual customer needsDemonstrate a history of passion and enthusiasm for customer success and a commitment to personal developmentExcellent written communication skillsApply experience working with mid-tier customers to manage books of business effectively, and drive renewals

Improving Customer Experience & Stakeholder Management

Foster high-level relationships with senior stakeholders and project sponsors within a customer environmentCreate and deliver communication plans that keep customers informed and engagedUnderstand customer use cases and Sitetracker adoption at a high level, becoming a trusted advisor

Demonstrating Business Value Realisation & Contract Value

Identify, deliver, and masterfully articulate the Sitetracker solution's value and return on investment to customersPartner with customer leadership to identify and measure new KPIs, focusing heavily on business outcomes and value realizationIdentify additional revenue-generating opportunities by aligning customer goals with Sitetracker functionality and roadmaps

Technical Aptitude

Develop a strong technical understanding of deployed solutions and Sitetracker platform capabilitiesComplete internal certifications to accelerate product knowledge and independent troubleshooting capabilityContribute to internal process improvements and engage with Engineering to discuss enhanced product functionality

Within 90 Days, You'll

Work with cross-functional teams to learn the Sitetracker product and capabilitiesUndertake internal certification to accelerate your product knowledge and onboardingWork closely with customer success, and other teams, to establish yourself internallyMeet and familiarize yourself with customers within your book of businessEstablish and become the main point of contact for your customersEstablish cadence and regular interaction with your customer baseUnderstand customer’s use cases and ST adoption at a high level

Within 180 Days, You'll

Be a trusted advisor and advocate for your customersPartner with your customer’s leadership to develop a blueprint for successUnderstand the customer’s business goals and objectivesIdentify and measure potential new KPIs for your customersAlign your customer goals with Sitetracker functionality and roadmapCreate an action plan to deliver against goals, KPIs, and functionalityIdentify additional revenue-generating opportunitiesMasterfully articulate the Sitetracker value propositionEnsure you have referenceable customers to support a wider global sales effortContribute to opportunities for process improvement and continue to develop your own Sitetracker product knowledge

Within 365 Days, You'll

Continuously act as a trusted advisor to the customer, and develop high-level relationships with stakeholders and project sponsorsContinuously develop strategic account plans for your customers to support product expansion and ensure customer retentionEngage with Sitetracker Product & Engineering to support and communicate customer requests around product roadmaps, customizations, or enhanced product functionalityEstablish yourself as an integral part of the customer success teamHave a great time with in an exciting, fast paced environment!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.