Mid-Market Customer Success Manager

THE ROLE
Siteline is looking for a strategic Customer Success Manager to own our mid-market customer accounts. You'll serve as a strategic advisor and account manager to construction finance, operations, and project leaders, driving measurable business outcomes across the full post-sale lifecycle—from onboarding and adoption through renewal and expansion.

We're an early-stage startup where priorities evolve, processes are still being built, and there's real opportunity to make an impact. You'll need to move quickly, navigate ambiguity, and wear multiple hats, balancing strategic account management with hands-on problem-solving and execution.

You'll partner closely with our Customer Enablement, Integrations, and Technical Support teams, who provide specialized expertise in training, integrations, and troubleshooting. While these teams support execution, you'll remain accountable for coordinating resources, navigating customer challenges, and driving customer outcomes and account growth.

WHAT YOU’LL DO
Strategic Account Management: Own a portfolio of mid-market accounts, building multi-threaded relationships with executive sponsors and key stakeholders across finance, operations, and project teams. Maintain strategic account plans and a proactive customer engagement cadence.
Product & Industry Expertise: Develop deep expertise in Siteline's platform, construction billing workflows, and industry best practices. Serve as a knowledgeable advisor who helps customers solve business challenges, optimize workflows, and get more value from the product.
Onboarding & Value Realization: Lead customer success planning and coordinate multi-stakeholder rollouts from kickoff through first live billing. Define success milestones, coordinate with Integrations and Training, remove adoption barriers, and help customers establish repeatable workflows.
Adoption & Growth: Drive adoption across teams, projects, and business units. Identify opportunities to expand platform utilization, including additional modules, integrations, and billing workflows.
Executive Business Reviews: Lead strategic business reviews that connect product adoption to measurable outcomes, such as billing efficiency, time saved, and projects managed. Translate results into actionable recommendations and account growth plans.
Renewals & Retention: Own renewal strategy, forecasting, and execution for your portfolio. Proactively identify risk, engage decision-makers, and develop retention plans to protect gross and net revenue retention.
Expansion Strategy & Execution: Own the full expansion cycle, from value-based discovery and pipeline development through negotiation and close. Drive upsell and cross-sell revenue by identifying opportunities to extend Siteline's impact across customer teams, projects, and workflows. Partner with Sales on pricing strategy.
Customer Readiness & Advocacy: Proactively manage account health/readiness, address risks, and coordinate cross-functional teams to improve customer outcomes. Build customer advocates by consistently delivering measurable value, partnering with Marketing to develop referrals, customer references, and case studies.
Voice of Customer & Product Feedback: Identify and document product friction points, unmet customer needs, and opportunities for improvement. Translate customer feedback into actionable product requests, partnering with Product to influence prioritization based on customer and business impact.
Customer Escalation Management: Partner with Support and Engineering to escalate and resolve complex customer issues. Coordinate cross-functional efforts to drive timely resolution, maintain clear customer communication, and minimize business disruption.

WHAT WE’RE LOOKING FOR
5+ years of experience in Customer Success, Strategic Account Management, or a similar customer-facing role in B2B SaaS, including experience owning large mid-market accounts.
Demonstrated success driving customer retention, renewals, and expansion against defined revenue goals.
Strong consultative and commercial skills, with experience navigating executive stakeholders, renewal negotiations, and value-based expansion conversations.
Ability to translate customer business objectives into strategic account plans, measurable success criteria, and actionable recommendations.
Strong analytical and business judgment, with experience using customer health, product usage, and revenue data to prioritize a high-value portfolio.
Thrives in a fast-paced startup environment, with the ability to navigate ambiguity, adapt to changing priorities, and take ownership without waiting for a playbook.
Resourceful and hands-on, with a bias for action and a willingness to roll up your sleeves, solve problems, and work across functions to get things done.
Experience in construction technology, accounts receivable, or construction finance is a strong plus, particularly pay applications, retainage, lien waivers, and ERP workflows.
Experience managing complex, multi-stakeholder implementations involving finance, operations, IT, or ERP teams is a plus.