Principal Customer Success Executive

What you will be doing

• Meet and exceed overall Customer retention goals with assigned Customers.
• Work with strategic and complex Customers to establish critical goals and milestones, identify key performance indicators, and aid the Customer in achieving their definition of success.
• Conduct scheduled Executive Business Reviews (EBR) as appropriate for Customer type at intervals determined by Customer value.
• Proactively identify improving or failing Customer health and respond accordingly utilizing all available methods and tools to offer solutions to relevant stakeholders.
• Initiate and lead knowledge sharing activities and collaboration accross the organization, including but not limited to process improvements, and Customer and industry trends in order to drive adoption. Provide feedback that will improve how Siteimprove works with our Customers.
• Work with Customers that communicate their intent to cancel their subscription with the goal of discovering why. This will allow you to show examples of value already obtained and/or offer solutions that address the Customer's objections and persuade them to renew with the knowledge that you are responsible for managing churn and contraction conversations and reversing churn where possible.
• Maintain advanced level knowledge of customer industries as well as product features, advantages, benefits, contract details, and selling points for effective communication.
• Participate in a variety of activities that increase yor reach and knowledge in the Customer Success industry such as: networking events, conferences, online courses, etc.
• 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 require of you

• You embody our core values: You are people centric. You are Customer focused. You embrace and drive change. You have a passion to succeed. You find value in diversity and inclusion.
• Minimum 5+ years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention.

What we'll love about you

• Self-starter with 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
• Excellent verbal and written communication skills working in a professional environment
• Strong collaboration and teambuilding skills
• Excellent, time management, organizational and planning skills
• Ability to multi-task and adapt to a fast-paced 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
• Software-as-a-Service (SaaS) experience with Customer service
• Experience with screen share software
• Familiarity with HTML or web content management a plus

What you'll love about us

• We are committed to making the world a more inclusive place. It is our purpose, our Why with a capital W, our reason for jumping out of bed in the morning. It is why we create, invent, and push ahead with innovative solutions. We are innovators trying to change the world, but we cannot do it alone. We help and encourage every company or individual who joins us.
• And, as you might have guessed, an inclusive culture is a top priority for us—and it shows! We have a global team of over 600 people across North America, Europe, and Australia. We are a performance-driven company with a culture of accountability, collaboration, and delivering value. If you are looking to work on the next generation of technology that transforms content experiences in a fast-paced, hyper-growth environment, then apply! We're just getting started…

In addition, we hope you'll appreciate:

• Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and two Give Back Days.
• Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
• Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.

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