SiteCare: Client Success Advisor

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