Principal Customer Success Executive

Siteimprove•Minneapolis, MN

21h

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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

Benefits

Open Paid Time Off (OPTO) for vacation, personal illness, mental health, or caring for a family member
Paid holidays
Volunteer leave
Parental leave
Step Back In program to support a smooth transition back to work
Medical, dental, and vision coverage
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)
Employer-paid life and disability insurance
Employee assistance programs
Virtual care
Wellness resources
401(k) with company matching contributions
Life and AD&D insurance
Financial wellness resources