We are seeking a Principal Customer Success Executive to partner with our most strategic and complex customers, driving long-term value realization and measurable business outcomes. In this highly visible role, you will operate at the intersection of customer success, product, and go-to-market—owning executive relationships, shaping account strategy, and ensuring customers fully realize the impact of Siteimprove’s platform and AI capabilities.
As a senior customer leader, you will influence retention and growth across key accounts by aligning Siteimprove’s solutions to customer priorities such as accessibility compliance, content performance, and digital transformation. You will serve as a trusted advisor to executive stakeholders, guide customers through moments of change and opportunity, and proactively identify ways to expand value.
This role also plays a critical part in scaling success across the organization—bringing forward customer insights to influence product direction, defining best practices, and elevating how we engage and grow our top-tier customers. It requires strong strategic thinking, commercial acumen, and the ability to build deep, long-term partnerships while driving outcomes across a complex stakeholder landscape.
What you will be doing
Own Strategic Customer Relationships
Serve as the primary relationship owner for Siteimprove’s most strategic and high-value customers
Build and maintain trusted advisor relationships with executive stakeholders, aligning solutions to customer business priorities
Develop and execute account strategies that drive long-term retention, expansion, and customer value
Drive Retention, Growth & Business Outcomes
Own gross and net retention performance across an enterprise portfolio
Identify, shape, and execute expansion opportunities aligned to customer goals and business outcomes
Lead Executive Business Reviews (EBRs) that clearly communicate value, progress against KPIs, and future opportunities
Lead Complex Customer Scenarios
Navigate high-risk and high-impact situations, including escalations, renewals, and churn mitigation
Guide customers through organizational change, digital transformation, and evolving priorities
Partner cross-functionally to ensure alignment and successful outcomes across complex customer environments
Scale Impact Across the Organization
Define and drive best practices for managing strategic accounts within Customer Success
Act as a mentor, thought leader, and escalation point for Senior Customer Success Executives and the broader team
Lead or contribute to initiatives that improve customer engagement models, processes, and retention strategies
Influence Product & Go-to-Market Strategy
Partner with Product, Marketing, and Sales to bring forward customer insights and influence roadmap direction
Identify trends across customer segments and industries to inform broader strategy
Support strategic opportunities in partnership with GTM teams to drive alignment, value realization, and growth
- Travel may be required; a valid passport is required
- Perform other duties as assigned
This position is currently designated as Out of Scope for FedRAMP-authorized systems and environments. Individuals in this role are not expected to require access to systems or data within the FedRAMP authorization boundary as part of their regular job responsibilities.
If business needs change and the role is expanded to include access to FedRAMP-authorized systems or data, any required verification, authorization, confidentiality, or access-control requirements must be successfully completed before such access is granted.
What we require of you
- You embody our core values: People-centric, Customer-focused, embrace and drive change, passion to succeed, and value diversity and inclusion
- 10+ years of experience in Customer Success, Account Management, or similar customer-facing roles in a SaaS environment
- Proven success managing enterprise or highly strategic customer portfolios with strong gross and net retention outcomes
- Demonstrated ability to build executive-level relationships and influence decision-making
- Experience owning complex account strategies and driving measurable business outcomes
- Track record of leading cross-functional collaboration to deliver customer value
- Strong business acumen, strategic thinking, and problem-solving skills
What we'll love about you
- Experience in SaaS, Martech, digital experience, or analytics platforms
- Experience supporting accessibility, SEO/AIO, or digital content strategy initiatives
- Demonstrated success driving expansion and growth within existing accounts
- Experience influencing product direction based on customer insights
- Background in high-growth or transformation-focused environments
- Strong communication, storytelling, and executive presence skills
- Experience mentoring or formally/informally leading others
What you'll love about us
In addition, we hope you’ll appreciate:
FedRAMP Authorization Notice for Job Postings
This position may involve access to systems, information, or customer environments that are subject to the Federal Risk and Authorization Management Program (FedRAMP). Where applicable, FedRAMP-related responsibilities will be outlined in the job description.
If the role includes FedRAMP-related duties, candidates may be required to meet the following requirements:
Identity Verification: Candidates must successfully complete federal I-9 employment eligibility verification.
Citizenship/Residency Requirement: Certain roles may be limited to U.S. citizens or lawful permanent residents if job duties include access to controlled systems, environments, or data.
Access Authorization: Employment offers for applicable roles are contingent upon confirmation that the candidate meets the minimum access requirements associated with the FedRAMP authorization level required for the position.
By applying, you acknowledge that, if the role includes FedRAMP-related responsibilities, employment may be subject to these authorization and verification requirements.
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