Principal Customer Success Executive

Siteimprove

Principal Customer Success Executive partnering with strategic customers to drive business outcomes. Ensuring value realization from Siteimprove’s platform and AI capabilities with executive relationships and account strategy.

Posted 6/15/2026full-timeMinneapolis • Minnesota • 🇺🇸 United StatesLead💰 $107,256 - $134,070 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary relationship owner for Siteimprove’s most strategic and high-value customers
Build and maintain trusted advisor relationships with executive stakeholders, aligning solutions to customer business priorities
Develop and execute account strategies that drive long-term retention, expansion, and customer value
Own gross and net retention performance across an enterprise portfolio
Identify, shape, and execute expansion opportunities aligned to customer goals and business outcomes
Lead Executive Business Reviews (EBRs) that clearly communicate value, progress against KPIs, and future opportunities
Navigate high-risk and high-impact situations, including escalations, renewals, and churn mitigation
Guide customers through organizational change, digital transformation, and evolving priorities
Partner cross-functionally to ensure alignment and successful outcomes across complex customer environments
Define and drive best practices for managing strategic accounts within Customer Success
Act as a mentor, thought leader, and escalation point for Senior Customer Success Executives and the broader team
Lead or contribute to initiatives that improve customer engagement models, processes, and retention strategies
Partner with Product, Marketing, and Sales to bring forward customer insights and influence roadmap direction
Identify trends across customer segments and industries to inform broader strategy
Support strategic opportunities in partnership with GTM teams to drive alignment, value realization, and growth

Requirements

What you’ll need

You embody our core values: People-centric, Customer-focused, embrace and drive change, passion to succeed, and value diversity and inclusion
10+ years of experience in Customer Success, Account Management, or similar customer-facing roles in a SaaS environment
Proven success managing enterprise or highly strategic customer portfolios with strong gross and net retention outcomes
Demonstrated ability to build executive-level relationships and influence decision-making
Experience owning complex account strategies and driving measurable business outcomes
Track record of leading cross-functional collaboration to deliver customer value
Strong business acumen, strategic thinking, and problem-solving skills

Benefits

Comp & perks

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.
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!
401(k) with a company match to provide a better future in your retirement years.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementSaaSRetention StrategiesAccount StrategiesBusiness OutcomesCross-functional CollaborationCustomer Engagement ModelsDigital TransformationKPI Management

Soft Skills

Relationship ManagementStrategic ThinkingProblem-solvingInfluencingMentorshipCommunicationAdaptabilityLeadershipCustomer FocusTeam Collaboration