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Client Success Advisor
Sitecare
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Remote / Worldwide
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1 month ago
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description Job Description
Role Summary
The Client Success Advisor owns the ongoing relationship for a portfolio of clients. This is a proactive, commercially oriented role responsible for client retention, account growth, tier alignment, and internal delivery accountability.
Responsibilities
- Own and manage a portfolio of high-value client accounts.
- Conduct structured client touchpoints with prepared agendas and data-driven recommendations covering performance, security, accessibility, and SEO.
- Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.
- Monitor client consumption relative to plan scope; address misalignment and manage tier upgrade conversations when usage exceeds plan coverage.
- Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified.
- Hold delivery teams accountable for quality and timeliness; flag risks early and escalate before issues surface in client-facing meetings.
- Lead monthly client review meetings; ensure all presented work meets quality and timeline commitments.
- Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.
- Coordinate with delivery, support, and development teams on larger engagements.
- Maintain ownership of the client relationship throughout.
- Act on tier upgrade signals surfaced by the support team; convert qualified opportunities.
Qualifications
- 4+ years managing client relationships in a B2B services or agency environment.
- Strong experience with WordPress and web technology services, and understanding how improving site organization impacts client KPIs such as lead generation.
- Demonstrated ability to identify and close account expansion opportunities.
- Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades.
- Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention.
- Ability to work across teams and step into active colleague workflows when warranted.
- Strong remote communication skills; able to build trust and manage relationships without in-person interaction.
- Comfortable operating in a role with evolving structure; willing to help define this new function.
Key Performance Indicators
- Client retention rate within assigned portfolio.
- Account expansion revenue against targets.
- Tier alignment accuracy across portfolio.
- Proactive anticipation of client needs and risks.
- Client satisfaction and relationship health scores.
- Internal escalation rate and resolution effectiveness.
Working Conditions
- Fully remote position.
- Must be available during US business hours.
- Travel not anticipated.
The Client Success Advisor owns the ongoing relationship for a portfolio of clients. This is a proactive, commercially oriented role responsible for client retention, account growth, tier alignment, and internal delivery accountability.
Responsibilities
- Own and manage a portfolio of high-value client accounts.
- Conduct structured client touchpoints with prepared agendas and data-driven recommendations covering performance, security, accessibility, and SEO.
- Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.
- Monitor client consumption relative to plan scope; address misalignment and manage tier upgrade conversations when usage exceeds plan coverage.
- Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified.
- Hold delivery teams accountable for quality and timeliness; flag risks early and escalate before issues surface in client-facing meetings.
- Lead monthly client review meetings; ensure all presented work meets quality and timeline commitments.
- Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.
- Coordinate with delivery, support, and development teams on larger engagements.
- Maintain ownership of the client relationship throughout.
- Act on tier upgrade signals surfaced by the support team; convert qualified opportunities.
Qualifications
- 4+ years managing client relationships in a B2B services or agency environment.
- Strong experience with WordPress and web technology services, and understanding how improving site organization impacts client KPIs such as lead generation.
- Demonstrated ability to identify and close account expansion opportunities.
- Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades.
- Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention.
- Ability to work across teams and step into active colleague workflows when warranted.
- Strong remote communication skills; able to build trust and manage relationships without in-person interaction.
- Comfortable operating in a role with evolving structure; willing to help define this new function.
Key Performance Indicators
- Client retention rate within assigned portfolio.
- Account expansion revenue against targets.
- Tier alignment accuracy across portfolio.
- Proactive anticipation of client needs and risks.
- Client satisfaction and relationship health scores.
- Internal escalation rate and resolution effectiveness.
Working Conditions
- Fully remote position.
- Must be available during US business hours.
- Travel not anticipated.
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