Customer Success Manager

Sitetracker; India; On-site; MXN 82,000 - 120,000; Full time

Job summary

Sitetracker is seeking an Associate Customer Success Manager to join the growing Customer Success team in India. You will serve as the main contact for customers, guiding them from implementation through go-live as they deploy and adopt the Sitetracker platform.

You will define and demonstrate Sitetracker's value to customers by identifying objectives, aligning platform capabilities with goals, and collaborating with Product and Engineering to inform roadmaps.

Qualifications

• Experience building customer success plans and adoption strategies.
• Strong communication and relationship management with stakeholders.
• Ability to work with cross-functional teams (Sales, Product, Engineering).
• Ability to handle multiple accounts and prioritize initiatives.

Responsibilities

• 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 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.

Job description

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.
The Skills You'll Have
Core Customer Success Manager Skills
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
Improving Customer Experience & Stakeholder Management
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.
Demonstrating Business Value Realisation & Contract Value
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.
Technical Aptitude
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.

Within 90 Days, You'll

- Develop a strong understanding of Sitetracker's platform, customer value proposition, and the business challenges our customers are solving.

- Build relationships with your assigned customers and internal stakeholders, establishing an understanding of account health, adoption, business objectives, and renewal timelines.

- Become proficient in Salesforce and the tools used to monitor customer health, product adoption, and engagement.

- Begin establishing consistent, personalized communication cadences across your portfolio, including English- and Spanish-speaking customers.

Within 180 Days, You'll

- Independently manage your portfolio of approximately 30-35 accounts, executing customer success plans and driving consistent engagement and adoption.

- Proactively identify retention risks and growth opportunities using customer health, product usage, and engagement insights, collaborating with internal teams on actionable plans.

- Deliver impactful customer business reviews that demonstrate measurable value and align Sitetracker's capabilities with customer priorities.

- Implement scalable communication strategies that improve engagement across different customer personas, industries, and regions.

Within 365 Days, You'll

- Demonstrate measurable improvements in customer engagement, product adoption, and retention across your portfolio.

- Consistently identify and communicate renewal risks well in advance, executing proactive mitigation plans that strengthen customer relationships and renewal predictability.

- Establish repeatable engagement frameworks and data-driven processes that improve portfolio management efficiency and customer outcomes.

- Become a trusted customer advocate and strategic partner, contributing insights and best practices that help Sitetracker scale its Customer Success organization.