Principal Customer Success Executive

Role Overview

• Serve as the primary relationship owner for Siteimprove’s most strategic and high-value customers
• Build and maintain trusted advisor relationships with executive stakeholders, aligning solutions to customer business priorities
• Develop and execute account strategies that drive long-term retention, expansion, and customer value
• Own gross and net retention performance across an enterprise portfolio
• Identify, shape, and execute expansion opportunities aligned to customer goals and business outcomes
• Lead Executive Business Reviews (EBRs) that clearly communicate value, progress against KPIs, and future opportunities
• Navigate high-risk and high-impact situations, including escalations, renewals, and churn mitigation
• Guide customers through organizational change, digital transformation, and evolving priorities
• Partner cross-functionally to ensure alignment and successful outcomes across complex customer environments
• Define and drive best practices for managing strategic accounts within Customer Success
• Act as a mentor, thought leader, and escalation point for Senior Customer Success Executives and the broader team
• Lead or contribute to initiatives that improve customer engagement models, processes, and retention strategies
• Partner with Product, Marketing, and Sales to bring forward customer insights and influence roadmap direction
• Identify trends across customer segments and industries to inform broader strategy
• Support strategic opportunities in partnership with GTM teams to drive alignment, value realization, and growth

Requirements

• You embody our core values: People-centric, Customer-focused, embrace and drive change, passion to succeed, and value diversity and inclusion
• 10+ years of experience in Customer Success, Account Management, or similar customer-facing roles in a SaaS environment
• Proven success managing enterprise or highly strategic customer portfolios with strong gross and net retention outcomes
• Demonstrated ability to build executive-level relationships and influence decision-making
• Experience owning complex account strategies and driving measurable business outcomes
• Track record of leading cross-functional collaboration to deliver customer value
• Strong business acumen, strategic thinking, and problem-solving skills

Benefits

• Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and two Give Back Days.
• National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
• 401(k) with a company match to provide a better future in your retirement years.