Associate Customer Success Manager

CS-Society; New Delhi; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Sitetracker is looking for an Associate Customer Success Manager in India to guide customers from implementation through go-live, driving adoption and value realization of our platform. You will be the main point of contact, define success plans, monitor KPIs, and collaborate with cross-functional teams to align customer goals with product roadmaps.

You’ll develop strategic accounts, uncover expansion opportunities, and partner with customer leadership to ensure retention in a fast-paced

Qualifications

• Experience in customer success or account management with mid-to-large customers.
• Excellent written and verbal communication skills.
• Ability to translate customer needs into practical actions and outcomes.
• Experience with onboarding and driving user adoption.
• Proactive in identifying opportunities for renewal and expansion.

Responsibilities

• Act as the main point of contact for assigned customers and manage relationships.
• Develop and execute success plans and KPIs aligned with customer goals.
• Coordinate with Product, Engineering and Sales to address requests and opportunities.
• Monitor customer health and drive adoption across the Sitetracker platform.
• Identify upsell opportunities and contribute to revenue growth.

Skills

Customer success

Relationship management

Communication skills

KPI tracking

Strategic account planning

Cross-functional collaboration

Onboarding experience

Renewals & expansion awareness

Problem solving

Job description

About the company

Sitetracker is a private company. Sitetracker empowers owners, operators, contractors, and other stakeholders to streamline and optimize the complete asset lifecycle of critical infrastructure. As the leading global complete Asset Lifecycle Management platform, Sitetracker helps innovative companies like Vodafone, Ericsson, ENGIE, Telefonica, Cypress Creek Renewables, Cox, Iberdrola, EVgo, Vantage Towers, Southern Company, Zayo, Tilson, Nextera, EDOTCO, E.On, Axione, and TEP efficiently plan, build, operate, and maintain millions of projects, sites, and assets. Sitetracker delivers operational excellence and creates full transparency across industries such as digital infrastructure, renewables, EV charging, utilities, and real estate by driving safe, efficient teams, ensuring healthy projects, and enabling organizations to manage scale, growth, and complexity. Trusted by hundreds of industry leaders, Sitetracker advances a more connected and sustainable future across the world.

Manage What’s Critical, with Sitetracker. Founded in 2013.

The Opportunity

We are looking for an Associate Customer Success Manager to join our growing Customer Success team in India. As an Associate CSM, you will work with customers at all stages of the customer journey from implementation through go-live as they deploy and adopt the Sitetracker platform.

As the main point of contact, you will define and demonstrate Sitetracker's value to our customers by identifying business objectives and aligning Sitetracker capabilities with your customer's goals. Working closely with cross-functional teams, you will own user adoption and customer advocacy to ensure the retention and growth of our customers.

What You'll Do

You will be the primary advocate and trusted advisor for your customers. You will establish a regular interaction cadence, create action plans to deliver against KPIs, and ensure you have referenceable customers to support global sales efforts. Beyond day-to-day interactions, you will continually develop strategic account plans to support product expansion and engage directly with Sitetracker Product & Engineering to communicate customer requests regarding product roadmaps and customizations.

Within 90 Days, You'll

• Work with cross-functional teams to learn the Sitetracker product and capabilities.
• Undertake internal certification to accelerate your product knowledge and onboarding.
• Work closely with customer success, & other teams, to establish yourself internally.
• Meet and familiarize yourself with customers within your book of business.
• Establish and become the main point of contact for your customers.
• Establish cadence and regular interaction with your customer base.
• Understand customer’s use cases and ST adoption at a high level

Within 180 Days, You'll

• Be a trusted advisor and advocate for your customers.
• Partner with your customer’s leadership to develop a blueprint for success.
• Understand the customer’s business goals and objectives.
• Identify and measure potential new KPIs for your customers.
• Align your customer goals with Sitetracker functionality and roadmap.
• Create an action plan to deliver against goals, KPIs, and functionality.
• Identify additional revenue-generating opportunities.
• Masterfully articulate the Sitetracker value proposition.
• Ensure you have referenceable customers to support a wider global sales effort.
• Contribute to opportunities for process improvement and continue to develop your own Sitetracker product knowledge.

Within 365 Days, You'll

• Continuously act as a trusted advisor to the customer, and develop high-level relationships with stakeholders and project sponsors.
• Continuously develop strategic account plans for your customers to support product expansion and ensure customer retention.
• Engage with Sitetracker Product & Engineering to support and communicate customer requests around product roadmaps, customizations, or enhanced product functionality.
• Establish yourself as an integral part of the customer success team.
• Have a great time with in an exciting, fast paced environment!

Requirements

• Create and execute comprehensive success plans tailored to individual customer needs.
• Demonstrate a history of passion and enthusiasm for customer success and a commitment to personal development.
• Excellent written communication skills
• Apply experience working with mid-tier customers to manage books of business effectively, and drive renewals
• Foster high-level relationships with senior stakeholders and project sponsors within a customer environment.
• Create and deliver communication plans that keep customers informed and engaged.
• Understand customer use cases and Sitetracker adoption at a high level, becoming a trusted advisor.
• Identify, deliver, and masterfully articulate the Sitetracker solution's value and return on investment to customers.
• Partner with customer leadership to identify and measure new KPIs, focusing heavily on business outcomes and value realization.
• Identify additional revenue-generating opportunities by aligning customer goals with Sitetracker functionality and roadmaps.
• Develop a strong technical understanding of deployed solutions and Sitetracker platform capabilities.
• Complete internal certifications to accelerate product knowledge and independent troubleshooting capability.
• Contribute to internal process improvements and engage with Engineering to discuss enhanced product functionality.