Client Success Advisor

Company

SiteCare

Salary / Compensation

• Salary not specified

Overview / Job Description

SiteCare is a managed WordPress services company serving mid-market and enterprise clients. The company provides hosting, website management, security, performance optimization, accessibility, SEO, and ongoing development services.

The Client Success Advisor is responsible for managing and growing relationships with a portfolio of high-value clients. This is a proactive, commercially focused role centered on client retention, account expansion, tier alignment, and ensuring internal teams deliver high-quality outcomes. The position plays a key role in establishing and shaping SiteCare’s growing Client Success function.

Responsibilities

Client Relationship Management

• Own and manage a portfolio of high-value client accounts
• Serve as the primary relationship owner throughout the client lifecycle
• Build trust and maintain long-term client partnerships
• Coordinate client engagement across support, development, and delivery teams

Client Success & Strategic Consulting

• Conduct structured client meetings with prepared agendas and data-driven recommendations
• Provide insights on website performance, security, accessibility, and SEO improvements
• Lead monthly client review meetings and ensure commitments are communicated effectively
• Proactively identify client risks, needs, and growth opportunities

Account Growth & Revenue Expansion

• Identify and close expansion opportunities within existing accounts
• Drive tier upgrades, development retainers, and additional project engagements
• Monitor client usage against plan scope and manage upgrade conversations when necessary
• Convert qualified opportunities surfaced by support and client-facing teams

Delivery Oversight & Accountability

• Hold delivery teams accountable for quality standards and project timelines
• Escalate risks proactively before they impact client relationships
• Ensure all client-facing work meets quality expectations and delivery commitments
• Maintain ownership of client outcomes throughout larger engagements

Commercial & Stakeholder Management

• Manage conversations related to pricing, scope adjustments, renewals, and expectation setting
• Step into ongoing client discussions when commercial opportunities or service alignment issues arise
• Collaborate across departments to resolve challenges and support client success initiatives
• Advocate internally when client needs, quality concerns, or revenue opportunities require attention

Requirements

Experience

• 4+ years of experience managing client relationships in a B2B services, agency, or consulting environment
• Strong experience working with WordPress and web technology services
• Demonstrated success identifying and closing account expansion opportunities
• Experience managing commercial discussions involving pricing, renewals, upgrades, and scope changes

Skills & Competencies

• Strong understanding of how web technologies impact business performance and client KPIs
• Ability to analyze website-related opportunities and recommend strategic improvements
• Excellent relationship-building and stakeholder management skills
• Strong remote communication and presentation abilities
• Ability to work effectively across multiple teams and departments
• Strong problem-solving and escalation management capabilities
• Comfortable operating in a developing function with evolving processes
• Ability to take ownership and drive accountability across teams

Key Performance Indicators (KPIs)

Client Success Metrics

• Client retention rate across assigned accounts
• Client satisfaction and relationship health scores
• Proactive identification and mitigation of client risks

Revenue & Growth Metrics

• Account expansion revenue performance against targets
• Tier upgrade conversion and portfolio alignment accuracy

Operational Metrics

• Internal escalation effectiveness and resolution outcomes
• Delivery quality and timeline adherence across client engagements

Candidate Profile

You SHOULD Apply If

• You enjoy building and managing long-term client relationships
• You are comfortable balancing customer success with revenue growth objectives
• You can confidently lead conversations around pricing, scope, and service recommendations
• You thrive in cross-functional environments and can influence internal stakeholders
• You are proactive in identifying risks, opportunities, and areas for improvement
• You enjoy helping shape new processes and functions within a growing company

You Should NOT Apply If

• You prefer purely reactive customer support roles
• You are uncomfortable discussing pricing, upgrades, or commercial opportunities
• You struggle to hold internal teams accountable for quality and timelines
• You prefer highly structured environments with established processes
• You lack experience managing client relationships in a B2B services environment

Other Information

Additional Benefits / Highlights

• Fully remote position
• Work directly with mid-market and enterprise clients
• Opportunity to help build and define a new Client Success function
• High-impact role with ownership of strategic client relationships
• Exposure to WordPress, SEO, accessibility, security, and web performance initiatives
• No anticipated travel requirements
• Must be available during US business hours (EST)