Client Success Advisor

Anywhere in the World·Posted 1mo ago

<img src="https://we-work-remotely.imgix.net/logos/0076/1619/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> Headquarters: LaGrange, Georgia URL: <a href="https://sitecare.com">https://sitecare.com</a> 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 <ul> <li>Own and manage a portfolio of high-value client accounts.</li> <li>Conduct structured client touchpoints. Each meeting should include a prepared agenda with data-driven recommendations covering performance, security, accessibility, and SEO.</li> <li>Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.</li> <li>Monitor client consumption relative to plan scope. Address misalignment directly and manage tier upgrade conversations when usage consistently exceeds plan coverage.</li> <li>Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified, even when the ticket is already in progress.</li> <li>Hold delivery teams accountable on quality and timeliness. Flag risks early and escalate directly before issues surface in client-facing meetings.</li> <li>Lead monthly client review meetings. Ensure all presented work meets quality and timeline commitments.</li> <li>Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.</li> <li>Coordinate with delivery, support, and development teams on larger engagements.</li> <li>Maintain ownership of the client relationship throughout.</li> <li>Act on tier upgrade signals surfaced by the support team. Convert qualified opportunities. </li> </ul> Qualifications <ul> <li>4+ years managing client relationships in a B2B services or agency environment.</li> <li>Strong experience with WordPress and web technology services, and their impact on client KPIs (ie. understanding how improving site organization can improve lead generation).</li> <li>Demonstrated ability to identify and close account expansion opportunities.</li> <li>Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades.</li> <li>Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention.</li> <li>Ability to work across teams and step into active colleague workflows when the client situation warrants it.</li> <li>Strong remote communication skills. Able to build trust and manage relationships without in-person interaction.</li> <li>Comfortable operating in a role with evolving structure. This function is new and the successful candidate will help define it. </li> </ul> Key Performance Indicators <ul> <li>Client retention rate within assigned portfolio.</li> <li>Account expansion revenue against targets.</li> <li>Tier alignment accuracy across portfolio.</li> <li>Proactive anticipation of client needs and risks.</li> <li>Client satisfaction and relationship health scores.</li> <li>Internal escalation rate and resolution effectiveness. </li> </ul> Working Conditions <ul> <li>Fully remote position.</li> <li>Must be available during US business hours.</li> <li>Travel not anticipated.</li> </ul> To apply: <a href="https://weworkremotely.com/remote-jobs/sitecare-client-success-advisor">https://weworkremotely.com/remote-jobs/sitecare-client-success-advisor</a>

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