Associate Customer Success Manager

The Opportunity

This position exists to ensure customer satisfaction and deliver fantastic outcomes without relying on high-touch interactions. As an Associate Customer Success Manager, you will help ensure end-user adoption of the Sitetracker platform whilst striving to demonstrate the value Sitetracker brings our customers. You will help Sitetracker support a diverse portfolio of customers across the EMEA region by utilizing a digital-first engagement model.

Top performers in this role will demonstrate the following expertise: Clear and articulate communication skills, predominantly via digital mediums; Make use of the tools and metrics available to identify opportunities or risks that require action or mitigation within your account portfolio; Have the ability to prioritise initiatives, outreach and engagement across the account portfolio; Create content and with a scalable mindset so it can be utilised and redeployed again via future initiatives or campaigns.

What You’ll Do

You’ll manage a diverse portfolio of EMEA customers and be a key driver of Sitetracker’s scale strategy — shifting from traditional high‑touch to efficient, repeatable engagement that still feels personal and delivers measurable outcomes. You’ll collaborate with Implementation, Product, Support, and Sales to keep accounts moving, unblock friction fast, and translate product capabilities into business value.

Over your first year you will: establish a scalable communication strategy; analyze adoption, value, and retention risk across accounts and create/execute formal plans to address them. You will position Sitetracker’s solution to customer business needs–ensuring stakeholders clearly see the ROI and the next milestone in their success plan.

The Skills You’ll Have

Core Customer Success Management

• Drive consistent customer engagement by owning and optimizing onboarding and success plans.
• Deliver proactive success reviews and health checks that ensure long‑term value realization.
• Handle escalations with urgency and precision, coordinating cross‑functionally for rapid resolution.
• Support renewal preparation through data‑driven insights and ROI storytelling.
• Build scalable processes and playbooks to ensure a consistent, high‑quality experience across accounts.

Communication

• Deliver tailored updates via email, Loom videos, and other media resources; produce executive level content (e.g., Sitetracker Business Reviews) suitable for virtual delivery.
• Adjust messaging style for different stakeholders and geographies; represent Sitetracker’s voice with clarity and credibility.
• Use health scores, product adoption insights, horizon maps, and application metrics to personalize outreach and executive narratives.
• Maintain proactive communication loops with Product, Implementation, and Support to unblock issues fast.
• Bar‑raising: Create reusable, persona‑based messaging frameworks and new ways of engaging clients to stay ahead of needs.

Time and Data Management

• Prioritize accounts, tasks, and escalations with precision; plan engagement frequency based on lifecycle stage.
• Keep Salesforce current (Org Charts, Account Plans, Success Plans, Tasks, Sponsor Ratings) and leverage reports and dashboards to track deliverables.
• Track adoption and engagement trends to surface insights and risks early; manage cadence at scale.
• Create reports and simple automations to make the team more efficient in portfolio management and risk detection.
• Balance day‑to‑day actions with longer‑term initiatives to drive Sitetracker product adoption and driving customer advocacy.

Within 90 Days, You'll:

• Complete onboarding, product certification(s), and the Sitetracker customer success methodology; demonstrate platform proficiency in customer‑facing settings.
• Assume ownership of an initial EMEA account portfolio with the relevant meeting cadence and associated risk monitoring.
• Deliver your first Sitetracker Business Reviews (SBRs) for priority accounts and align on clear value milestones.
• Build and utilize engagement dashboards (Salesforce) that tracks adoption, health, and actions across your book.

Within 180 Days, You'll:

• Improve portfolio health by driving adoption of key features and closing key value milestones.
• Proactively identify risks within your accounts and create the associated plans or deliverables to mitigate these risks.
• Partner with Sales on renewal readiness and expansion opportunities with associated ROI narratives.
• Standardize 1–2 reusable assets (templates, Loom libraries etc.) in support of managing customers across EMEA at scale.
• Present a customer insight readout that informs growth opportunities and future product roadmap.

Within 365 Days, You'll:

• Consistently achieve retention targets and contribute to expansion across your portfolio.
• Mentor newer team members on playbooks, tooling, and best practices.
• Automate or streamline a process that measurably improves CSM team operating rhythm.
• Publish 1–2 customer value stories or case studies highlighting outcomes you helped deliver.