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<p>
<strong>Headquarters:</strong> LaGrange, Georgia
<br /><strong>URL:</strong> <a href="https://sitecare.com">https://sitecare.com</a>
</p>
<p><strong>Role Summary</strong></p>
<p>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.</p>
<p><strong>Responsibilities</strong></p>
<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.<br><br></li>
</ul>
<p><strong>Qualifications</strong></p>
<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.<br><br></li>
</ul>
<p><strong>Key Performance Indicators</strong></p>
<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.<br><br></li>
</ul>
<p><strong>Working Conditions</strong></p>
<ul>
<li>Fully remote position.</li>
<li>Must be available during US business hours.</li>
<li>Travel not anticipated.</li>
</ul>
<p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/sitecare-client-success-advisor">https://weworkremotely.com/remote-jobs/sitecare-client-success-advisor</a></p>