Strategic Customer Success Partner

Siteimprove; Greater London; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

25 days annual holiday

Private medical coverage

Wellbeing and employee support (Canada

Weekly lunch allowance

Pension plan (Aviva)

Flexible commuting to London office

Job summary

Siteimprove, based in London, seeks a Customer Success Executive to ensure our customers derive sustained value from their subscriptions. You will guide customers post-implementation, monitor health, and drive retention and expansion.

You will build trusted advisor relationships, collaborating with sales, renewals, services, and marketing to identify opportunities and share insights across teams. This role emphasizes customer value and measurable outcomes.

Qualifications

• Minimum 3 years of experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retention.
• Self-starter with a demonstrated record of acquiring knowledge beyond what is needed to complete tasks.
• Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods.
• Proven Customer focus experience ensuring the Customer perspective drives business decisions.
• Excellent problem-solving and creative thinking skills.
• Proven ability to be a business advisor by creating valuable partnerships with Customers.
• Proven track record of delivering measurable results.
• Excellent verbal and written communication skills in professional environments.

Responsibilities

• Manage the entire customer lifecycle from post-implementation to retention and expansion.
• Manage a scaled portfolio and identify key industry trends to impact customers at scale.
• Meet and exceed overall customer gross and net retention goals with assigned customers.
• Understand business objectives and KPIs, helping customers achieve their definition of success.
• Use tools to monitor customer health and respond with risk mitigation or expansion leads.
• Collaborate cross-functionally with sales, renewals, services, and marketing.
• Share knowledge and feedback to improve processes and customer experiences.
• Maintain up-to-date customer information in the CS tool.
• Attend meetings and perform other duties as assigned.

Skills

Customer Success

Active listening

Persuasion

Problem solving

Communication

Stakeholder management

Travel

Tools

CRM software

Job description

Siteimprove, based in London, seeks a Customer Success Executive to ensure our customers derive sustained value from their subscriptions. You will guide customers post-implementation, monitor health, and drive retention and expansion.

You will build trusted advisor relationships, collaborating with sales, renewals, services, and marketing to identify opportunities and share insights across teams. This role emphasizes customer value and measurable outcomes.