Customer Success Executive
As a Customer Success Manager, you will be responsible for helping Siteimprove customers succeed and grow with our platform.
You will manage a portfolio of customers and support them through a mix of 1:1 engagement and scalable programs (such as webinars, onboarding journeys, and digital campaigns). Your focus will be to drive product adoption, retention, and expansion while helping customers realize measurable value.
In this role, you will work with customer data, automation, and structured playbooks to deliver Customer Success at scale. You will collaborate closely with Sales, Marketing, Services, and Support to ensure consistent and strong customer experience.
This role is suited for someone who is commercial driven, curious, ambitious, and eager to learn in a fast-paced SaaS environment.
What you will be doing
- Manage a portfolio of customers across the lifecycle (post-implementation to renewal and expansion)
- Meet and exceed overall customer gross and net retention goals with assigned customers
- Contribute to retention and identify opportunities for growth within your portfolio
- Support renewal and expansion conversations in collaboration with Sales, Services and Renewals teams
- Act as the voice of the customer internally and ensure feedback is shared across teams
- Execute 1:many customer engagement programs (e.g., webinars, office hours, onboarding and adoption journeys)
- Support development of repeatable playbooks and scaled engagement models
- Contribute to scalable onboarding, adoption, and retention initiatives across customer segments
Data-driven & Digital Engagement
- Use CRM and Customer Success Platform to manage customer activity and priority actions
- Analyze customer data to identify trends, risks, and opportunities
- Leverage templates, automations, and campaigns to improve efficiency and consistency
- Suggest improvements to processes, programs, and ways of working that positively impacts customer experiences
FedRAMP Classification Notice
This position is currently designated as Out of Scope for FedRAMP-authorized systems and environments. Individuals in this role are not expected to require access to systems or data within the FedRAMP authorization boundary as part of their regular job responsibilities.
If business needs change and the role is expanded to include access to FedRAMP-authorized systems or data, any required verification, authorization, confidentiality, or access-control requirements must be successfully completed before such access is granted.
What we will require of you
- 2+ years in customer-facing role (Customer Success, Account Management, Support, or similar)
- Experience managing a portfolio of customers
- Strong communication skills with the ability to engage customers in 1:1, 1:many and through digital formats
- Comfortable working with tools such as CRM systems and customer success platforms
- Analytical mindset with an ability to interpret data and take action
- Native-level Dutch and professional English proficiency
- Travel as needed
What we will love about you
- Experience working in a SaaS or subscription-based environment
- Exposure to scaled or digital customer engagement (e.g., webinars, office hours, campaigns)
- Familiarity with Customer Success Platforms (e.g., Planhat, Gainsight, Totango)
- Interest in automation, AI, and data-driven workflows
What you'll love about us
In addition, we hope you will appreciate:
At Siteimprove, we're committed to supporting your wellbeing both at work and beyond. Our Denmark benefits are designed to help you thrive personally and professionally.
Rest and relaxation: Generous time off including Danish holiday entitlements, five additional FF Days, child sick leave, and bereavement leave.
Comprehensive benefits: Health insurance, company-paid mobile phone support, and internet allowance to support your day-to-day needs.
Prepare for the future: Danica pension with employer contributions to help support your retirement goals.
The base salary for this role will fall within the posted range and is determined by experience, qualifications, and location.
**Additional Compensation: Quarterly commissions subject to the terms of the applicable commission plan.
FedRAMP Authorization Notice for Job Postings
This position may involve access to systems, information, or customer environments that are subject to the Federal Risk and Authorization Management Program (FedRAMP). Where applicable, FedRAMP-related responsibilities will be outlined in the job description.
If the role includes FedRAMP-related duties, candidates may be required to meet the following requirements:
Identity Verification: Candidates must successfully complete federal I-9 employment eligibility verification.
Citizenship/Residency Requirement: Certain roles may be limited to U.S. citizens or lawful permanent residents if job duties include access to controlled systems, environments, or data.
Access Authorization: Employment offers for applicable roles are contingent upon confirmation that the candidate meets the minimum access requirements associated with the FedRAMP authorization level required for the position.
By applying, you acknowledge that, if the role includes FedRAMP-related responsibilities, employment may be subject to these authorization and verification requirements.
