Senior Customer Success Manager

Senior Customer Success Manager

The Senior Customer Success Manager will ensure Sitemetric's most strategic customers maximize value from our access control and site security solutions. This role blends executive-level account management, customer engagement, and industry expertise to build lasting relationships with our largest and most complex customers while driving growth through exceptional service delivery. The ideal candidate has a proven record managing complex enterprise accounts, a consultative approach to customer needs, and the ability to translate technical concepts into business value.

You'll be responsible for creating customer experiences that reflect our "boots on the ground" philosophycombining innovative technology with the hands-on, practical approach that construction professionals expect. This role requires a self-motivated professional who can guide strategic customers from onboarding through renewal and expansion, including implementation support, training programs, and adoption initiatives tailored to the unique demands of construction and industrial environments.

About Sitemetric

At Sitemetric, we turn technology into services that transform how the world is built.

This enables our customers to lead the change in critical areas of construction operations: workforce, safety, security, reporting, communications, logistics, and more.

We work closely with owners, general contractors, subcontractors, and construction workers to customize offerings to their needs, including digital onboarding, smart badging, real-time location systems, messaging and mass texting, integrated turnstiles, real-time reporting, emergency mustering, and more.

We currently serve as trusted partner to a growing number of the US's largest, most forward-looking owners and contractors, working with them to ensure what we offer meets their evolving needs, with thousands of companies and workers already on the Sitemetric platform. Together, we are leading the change in how the world is built.

About the Role

As a Senior Customer Success Manager, you will own a portfolio of Sitemetric's strategic accountsour largest, most complex customer relationships in the construction and data center sectors. You'll act as both an account manager and trusted advisor to executive stakeholders, guiding strategic customers through onboarding, implementation, training, and adoption of Sitemetric solutions.

This role operates at the enterprise level. Our Site Operations Team owns day-to-day project delivery and field execution; the Senior Customer Success Manager owns overall account healthengaging executive sponsors and corporate leadership across each account and quarterbacking internal alignment of Sitemetric resources to ensure every customer commitment is met.

This is a senior individual contributor role within our Customer Success organization. You'll step directly into strategic accountsmulti-site, multi-stakeholder engagements where you'll shape account strategy, own renewals, and drive expansion at scale.

This role requires exceptional executive engagement skills, from leading Quarterly Business Reviews (QBRs) with corporate leadership to building consensus among executive sponsors, security directors, and operations leadership. Ultimately, you'll play a critical role in ensuring Sitemetric delivers exceptional outcomes and long-term value to its most important customers.

Key Responsibilities

This position works across the entire organization and includes the following responsibilities:

Strategic Account Management & Executive Relationships

• Own a portfolio of strategic customer accountsSitemetric's largest and most complex engagements in the construction and data center sectors.
• Own overall account health for each strategic customerwhile the Site Operations Team owns project-level delivery, the Senior Customer Success Manager owns the enterprise relationship and the long-term success of the account.
• Develop and maintain strong relationships with enterprise-level stakeholders, including executive sponsors, corporate security directors, and operations leadership.
• Quarterback internal alignment of resourcescoordinating Site Operations, sales, product, and support teams around each account's priorities.
• Lead Quarterly Business Reviews (QBRs) and strategic account planning sessions with customers.
• Develop multi-year account strategies that drive retention, expansion, and executive-level advocacy.
• Define standard deployment models for strategic accountsdocumenting SOPs, playbooks, and best practices that make multi-site rollouts repeatable and scalable.

Customer Success & Support

• Lead onboarding and ensure smooth implementation of access control systems for new strategic customers and account expansions.
• Partner with the Site Operations Team to standardize deployment and support processes across a customer's portfolio of sites.
• Monitor customer health metrics and proactively address risk at the account level.
• Coordinate ongoing training and support to maximize product adoption and ROI across sites.
• Collaborate with technical teams to resolve complex customer challenges.
• Represent the voice of strategic customersgathering feedback and communicating product enhancement requests to internal teams.

Business Development & Growth

• Own renewals and drive expansion opportunities within strategic accounts.
• Develop case studies, success stories, and executive references to support sales efforts.
• Participate in industry events and trade shows to represent Sitemetric.
• Travel to customer sites for relationship building, training, and executive engagement (up to 25% travel).

Planning & Reporting

• Maintain accurate records of customer interactions and account status in CRM systems.
• Prepare detailed reports on account performance, renewal forecasts, and growth opportunities.
• Collaborate with sales, product, and engineering teams to enhance the customer experience.
• Contribute to customer retention and satisfaction initiatives.

An ideal candidate has:

• You are a problem-solver at heartyou seek to understand others' business problems and identify the best possible solutions to improve their business outcomes
• You are a self-described people person who works to build rapport with individuals from a wide range of personal and professional backgrounds
• You are comfortable operating at the executive levelbuilding credibility with senior leaders and navigating complex, multi-stakeholder organizations
• You are a highly motivated self-starter who prides themselves on having a growth mindset
• You have tenacity that turns problems into opportunities without getting discouraged after a setback
• You consistently reflect on your strengths and weaknesses, proactively seek guidance to identify areas for improvement, and modify your behavior to achieve success
• Represent and demonstrate our company values, brand, and mission

Qualifications

• 5+ years of experience managing B2B customer relationships, including enterprise or strategic accounts.
• Proven track record of owning renewals, driving expansion, and improving customer satisfaction across large, complex accounts.
• Experience leading executive business reviews and engaging C-level stakeholders.
• Strong communication and presentation skills with the ability to engage stakeholders at all levels.
• Excellent problem-solving abilities and a consultative approach to customer needs.
• Proficiency with CRM systems and customer success platforms.
• Ability to translate technical concepts into business value propositions.
• Bachelor's degree in Business, Engineering, or a related field is a plus (experience may be considered in lieu of a degree).
• Previous experience in the construction, data center, or physical security industries preferred.
• Willingness to travel to customer sites as needed.

Perks & Benefits

• Competitive pay based on experience and qualifications
• Health, dental and vision insurance for full time employees
• 401(k) eligibility
• Employee referral bonus plan includes $50 for each referred candidate that completes a minimum of 60 days of service with Sitemetric. Referring Employee must be active at the time of payment. Note that bonus payments will be subject to applicable taxes.
• Accrued paid sick leave for all employees
• Paid vacation, accruing at 80 hours per year

Additional Information

The base pay for this position ranges from $105,000 to $125,000 per year + variable compensation bonus at 20% based on commissions. Pay is based on a number of factors including market location and jobsite upon which work is being performed, and may vary depending on job-related knowledge, skills, credentials, and experience.

How to Apply

Interested individuals should apply on Sitemetric.com/careers. Sitemetric accepts applications on an ongoing basis.

Sitemetric is proud to be an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.