Customer Success Manager
Position Summary & Responsibilities
The Opportunity
Join Sitetracker as a Customer Success Manager and play a key role in helping customers across North America maximize the value of our platform. You'll manage a diverse portfolio of customers, including Spanish-speaking organizations, ensuring they achieve measurable business outcomes through strong adoption, proactive engagement, and long-term partnership.
This role is ideal for someone who combines strong relationship-building skills with a data-driven, strategic approach to Customer Success. You'll have the opportunity to develop creative and scalable engagement strategies, anticipate customer needs, and identify opportunities for growth while proactively mitigating retention risks.
You'll work across different industries, customer personas, and cultural environments, bringing together customer insights, technology, and cross-functional collaboration to deliver meaningful results. Your ability to communicate effectively in both English and Spanish will be essential to building trusted relationships and driving customer success across the portfolio.
What You'll Do
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, main
Key Role Competencies & Evaluation Highlights
Evaluates operational agility and your ability to manage complex deployments in fast-scaling enterprise SaaS environments.
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