Client Success Advisor

Hiring company: SiteCare Headquarters: LaGrange, Georgia URL: https://sitecare.com 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 larger engagements. • Maintain ownership of the client relationship throughout. • Act on tier upgrade signals surfaced by the support team. Convert qualified opportunities. Qualifications • 4+ years managing client relationships in a B2B services or agency environment. • Strong experience with WordPress and web technology services, and their impact on client KPIs (ie. understanding how improving site organization can improve lead generation). • Demonstrated ability to identify and close account expansion opportunities. • Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades. • Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention. • Ability to work across teams and step into active colleague workflows when the client situation warrants it. • Strong remote communication skills. Able to build trust and manage relationships without in-person interaction. • Comfortable operating in a role with evolving structure. This function is new and the successful candidate will help define it. Key Performance Indicators • Client retention rate within assigned portfolio. • Account expansion revenue against targets. • Tier alignment accuracy across portfolio. • Proactive anticipation of client needs and risks. • Client satisfaction and relationship health scores. • Internal escalation rate and resolution effectiveness. Working Conditions • Fully remote position. • Must be available during US business hours. • Travel not anticipated. To apply: https://weworkremotely.com/remote-jobs/sitecare-client-success-advisor