[Hiring] Senior Customer Success Manager @SITEMETRIC LLC

Role Description

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” philosophy—combining 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.

Key Responsibilities

• Strategic Account Management & Executive Relationships
  • Own a portfolio of strategic customer accounts—Sitemetric’s largest and most complex engagements in the construction and data center sectors.
  • Own overall account health for each strategic customer.
  • Develop and maintain strong relationships with enterprise-level stakeholders, including executive sponsors, corporate security directors, and operations leadership.
  • Quarterback internal alignment of resources—coordinating 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 accounts—documenting SOPs, playbooks, and best practices.
• 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 customers—gathering 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.

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.

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.
• 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 $130,000 to $150,000 per year. 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.