This is a Full Remote job, available from anywhere.
About SiteCare
SiteCare is a managed WordPress services company serving mid-market and Enterprise clients. Our clients rely on us for hosting, website management, security, performance, accessibility, SEO, and ongoing development. We are building a dedicated Client Success function and this role is central to that effort.
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
- Own and manage a portfolio of high-value client accounts.
- Conduct structured client touchpoints. Each meeting should include a prepared agenda with data-driven recommendations covering performance, security, accessibility, and SEO.
- Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.
- Monitor client consumption relative to plan scope. Address misalignment directly and manage tier upgrade conversations when usage consistently exceeds plan coverage.
- Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified, even when the ticket is already in progress.
- Hold delivery teams accountable on quality and timeliness. Flag risks early and escalate directly before issues surface in client-facing meetings.
- Lead monthly client review meetings. Ensure all presented work meets quality and timeline commitments.
- Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.
- Coordinate with delivery, support, and development teams on large-scale projects.
