Client Success Advisor

Company

SiteCare

Salary / Compensation

• Not specified
• Full-time remote position

Overview / Job Description

SiteCare is seeking a Client Success Advisor to build and manage long-term relationships with a portfolio of mid-market and enterprise clients. As part of the company’s newly established Client Success function, this role is responsible for driving client retention, identifying account growth opportunities, ensuring service delivery excellence, and maintaining strong cross-functional collaboration.

The Client Success Advisor serves as the primary relationship owner for assigned accounts, proactively advising clients on website performance, security, accessibility, SEO, and ongoing development while ensuring services remain aligned with client needs and business goals.

Responsibilities

Client Relationship Management

• Own and manage a portfolio of high-value client accounts
• Build and maintain long-term client relationships
• Lead monthly client review meetings
• Conduct structured client meetings with prepared, data-driven agendas
• Serve as the primary point of accountability throughout the client lifecycle

Account Growth & Commercial Success

• Identify and close account expansion opportunities
• Recommend and manage tier upgrades based on client usage
• Promote additional development retainers and project work
• Lead conversations around pricing, renewals, scope adjustments, and service upgrades
• Convert qualified expansion opportunities identified by the support team

Client Strategy & Advisory

• Provide proactive recommendations related to website performance, security, accessibility, and SEO
• Monitor client service consumption against plan limits
• Address plan misalignment and recommend appropriate service tiers
• Anticipate client needs and identify potential risks before they become issues

Delivery & Cross-Functional Collaboration

• Coordinate with support, development, and delivery teams on client engagements
• Hold internal teams accountable for service quality and delivery timelines
• Escalate risks before they affect client satisfaction
• Step into ongoing client support conversations when commercial opportunities or account issues arise
• Maintain ownership of the client relationship throughout project delivery

Requirements

Experience

• 4+ years of experience managing client relationships in a B2B services or agency environment
• Proven experience growing existing client accounts
• Experience handling pricing, renewals, upgrades, and scope discussions
• Strong understanding of WordPress and web technology services
• Experience collaborating across multiple internal teams

Skills & Competencies

• Excellent client relationship management skills
• Strong commercial and account management abilities
• Ability to identify revenue growth opportunities within existing accounts
• Strong knowledge of website performance, accessibility, security, SEO, and their business impact
• Excellent communication and presentation skills
• Strong problem-solving and decision-making abilities
• Ability to influence stakeholders internally and externally
• Strong organizational and remote collaboration skills
• Comfortable working within evolving processes and structures

Candidate Profile

You SHOULD Apply If

• You enjoy building long-term client relationships
• You have experience managing enterprise or B2B client portfolios
• You are confident discussing pricing, renewals, and service expansions
• You proactively identify client risks and business opportunities
• You collaborate effectively across cross-functional teams
• You are comfortable taking ownership and driving accountability
• You thrive in fast-growing environments where processes continue to evolve

You Should NOT Apply If

• You prefer reactive customer support over proactive account management
• You are uncomfortable having commercial or pricing conversations
• You struggle to coordinate multiple stakeholders
• You avoid escalating delivery or client issues
• You prefer highly structured environments with little ambiguity
• You lack experience managing long-term B2B client relationships

Other Information

Key Performance Indicators (KPIs)

• Client retention rate across assigned accounts
• Account expansion revenue performance
• Tier alignment accuracy
• Proactive identification of client needs and risks
• Client satisfaction and relationship health scores
• Effectiveness of internal escalations and issue resolution

Additional Benefits / Highlights

• Fully remote position
• Full-time employment
• Work during US business hours
• No anticipated travel requirements
• Opportunity to help establish and shape SiteCare’s Client Success function
• High level of ownership and strategic influence within the organization