Website Customer Success Manager

Team Velocity; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

A leading digital services firm is looking for a Website Performance Manager to oversee client relationships and improve service delivery through proactive engagement. This full-time remote position requires strong problem-solving skills and a track record in customer relationship management. The successful candidate will manage key performance indicators to enhance client satisfaction and retention, ensuring effective communication and support across departments to meet customer expectations.

Qualifications

• Experience in website management or performance roles is preferred.
• Ability to analyze data and derive actionable insights.
• Strong interpersonal and communication skills.

Responsibilities

• Manage the relationship with clients and respond to inquiries.
• Drive account retention and client satisfaction.
• Implement and report on key performance indicators.

Skills

Customer relationship management

Problem-solving

Salesforce proficiency

Analytics interpretation

Job description

Director of Human Resources at Data Driven Holdings: Team Velocity | Tier10 | SOCIALDEALER | ADVID | OfferLogix

Direct message the job poster from Team Velocity

As a Website Performance Manager, you are the Website relationship owner. You will transform from the traditional ‘reactive’ to a ‘proactive’ mindset and will drive the vision and delivery of our website products. You will support and respond to all dealership inquiries quickly, solving most issues instantly. The customer will always feel as though you are there to help them. You will be responsible for product retention, while presenting both revenue and non‑revenue generating enhancements. You will assist with portfolio application growth, finding ways to expand the relationship while also monitoring and maintaining customer happiness.

This is a full‑time, remote, salaried position. Candidates must reside in the Continental, U.S., EASTERN or CENTRAL time zone highly preferred but ALL time zones welcome to apply.

Key Performance Indicators

KPIs are measured so that we can be sure the division is moving in the right direction at the right speed:

• Retention (Retention Rate)
• Engagement (Average Response Rate)
• Advocacy (NPS Survey Results)
• Build and maintain relationships with a portfolio of clients and ensure customers’ needs are the driving force behind every priority, decision, and activity
• Responsible for a full and/or complex account load
• Speak with customers to understand and articulate user problems that Team Velocity is uniquely positioned to solve, while triaging and prioritizing bugs and issues
• Execute monthly reporting with your customer to ensure a healthy and satisfied relationship
• Reporting should include Team Velocity provided KPIs (engagement rates, lead submissions, and behavior), Google Analytics, Search Engine Optimization (including SME where applicable), and priorities and expectations provided by the customer
• Assess, prioritize, and present new feature requests received from your customers to leadership
• Communicate priorities, timelines and deadlines to the customer demonstrating responsiveness and providing guidance they need, not just what they ask for
• Leverage Salesforce to create product backlogs, track cases, and monitor team efficiency
• Work with your Customer Success counterparts to drive portfolio application் growth via opportunities for upsell, expansion and upgrades, to ultimately increase the lifetime value (LTV) of your customer
• Responsible for external client retention by working independently to effectively manage the progress and results of all accounts assigned within their portfolio
• Collaborate with inter‑departmental divisions (digital, creative services, etc.) coordinating priorities and requests needed to support both reactive and proactive support, and to provide streamlined service for the dealer
• Provide recommendations regarding site performance and enhancements in the form of creative services, third‑party advisements, design responsiveness, and more