Siteline

Customer Success Manager

• Set strategy and build processes and tools for scale as Head of Customer Success
• Manage the Customer Success team as they engage with customers, build relationships, drive adoption, and manage renewals
• Coach and develop a high-performing team of Account Managers, Onboarding Managers, and Support/Integration Specialists
• Own the entire post-sale customer lifecycle including onboarding, adoption, support and technical ticketing, and retention
• Develop strategy, process improvements, and tooling for continued growth and efficiency
• Develop and measure key team success metrics including adoption and engagement goals and report regularly to leadership
• Collaborate with cross-functional teams including Product, Sales, Marketing, and Engineering to ensure the voice of the customer is represented in strategic decisions