Customer Success Executive

The Customer Success Executive is responsible for ensuring that assigned Siteimprove customers are consistently successful in working with Siteimprove. Results of these efforts should be a high retention rate of Annual Recurring Revenue (ARR), identification of contract expansion opportunities, meeting or exceeding expansion goals, 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 in continuously finding value with their subscription in a manner that is mutually beneficial 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 best leverage their solutions. Doing so time and again will result in you being a trusted advisor 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**:

- Meet and exceed overall Customer retention and expansion goals with assigned customers
- Work with Customers to establish critical goals, or other key performance indicators and aid the Customer in achieving their goals
- Conduct scheduled Executive Business Reviews (EBR) for all assigned Customers at intervals determined by Customer value.
- 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
- Actively participate in huddles, team meetings, and other company functions by sharing knowledge and providing feedback that will improve how Siteimprove works with our Customers
- Work with Customers that communicate their intent to churn with the goal of understanding why they would like to churn or contract and if possible get the Customer to renew with a plan to get back on track
- Maintain practitioner level knowledge on customer industries as well as product features, advantages, benefits, pricing, 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 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 1+ years of experience in Customer Success or equivalent history in increasing Customer satisfaction, adoption, and retention

**What we'll love about you**:

- Strong listening ability and persuasiveness to use appropriate interpersonal 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
- Speaks French
- 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 is a plus

**What you'll love about us**:
Siteimprove is a people-centric company driven by the desire to make the internet better for all. We thrive on putting the customer first and developing the potential of our employees. Here, you’ll be surrounded by highly talented colleagues, which means there’s always someone to learn from. The many opportunities for personal growth that we offer are a direct consequence of the rapid growth we are experiencing as a company. Our amazing growth journey clearly shows that there’s big potential in creating a better and more inclusive web for all, which is what Siteimprovers do.

**In addition, we hope you'll appre