Customer Success Manager

Overview

The Customer Success Manager will ensure Sitemetric’s customers maximize value from our access control and site security solutions. This role blends account management, customer engagement, and industry expertise to build lasting relationships with construction and technology customers while driving growth through exceptional service delivery. The ideal candidate has strong relationship-building skills, a consultative approach to customer needs, and the ability to translate technical concepts into business value.

You’ll be responsible for creating customer experiences that reflect our “boots on the ground” philosophy—combining innovative technology with the hands-on, practical approach that construction professionals expect. This role requires a self-motivated professional who can support customers from onboarding through renewal, including implementation support, training programs, and adoption initiatives tailored to the unique demands of construction and industrial environments.

About Sitemetric

At Sitemetric, we turn technology into services that transform how the world is built.

This enables our customers to lead the change in critical areas of construction operations: workforce, safety, security, reporting, communications, logistics, and more.

We work closely with owners, general contractors, subcontractors, and construction workers to customize offerings to their needs, including digital onboarding, smart badging, real-time location systems, messaging and mass texting, integrated turnstiles, real-time reporting, emergency mustering, and more.

We currently serve as trusted partner to a growing number of the US’s largest, most forward-looking owners and contractors, working with them to ensure what we offer meets their evolving needs, with thousands of companies and workers already on the Sitemetric platform. Together, we are leading the change in how the world is built.

About the Role

As a Customer Success Manager, you will serve as the primary point of contact for an assigned portfolio of customer accounts in the construction and data center sectors. You’ll act as both an account manager and trusted advisor, supporting customers through onboarding, implementation, training, and adoption of Sitemetric solutions.

This is a developing role within our Customer Success organization. You’ll begin with a portfolio of core accounts—strategic accounts are not part of the initial assignment—and as you build expertise and demonstrate results, the expectation is that you’ll grow into owning larger, more complex engagements, including strategic accounts.

This role requires strong customer engagement skills, from conducting business reviews with account stakeholders to engaging security directors, corporate leadership, and executive sponsors at the enterprise level. Ultimately, you’ll play a critical role in ensuring Sitemetric delivers exceptional outcomes and long-term value to its customers.

Key Responsibilities

This position works across the entire organization and includes the following responsibilities:

Account Management & Relationship Building

• Serve as the primary point of contact for an assigned portfolio of core customer accounts in the construction and data center sectors.
• Own overall account health for each customer—while the Site Operations Team owns project-level delivery, the Customer Success Manager owns the enterprise relationship and the long-term success of the account.
• Develop and maintain strong relationships with enterprise-level stakeholders, including executive sponsors, corporate security directors, and operations leadership.
• Conduct regular business reviews and account planning sessions with customers.
• Identify opportunities for account expansion and upselling additional security solutions.

Customer Success & Support

• Onboard new customers and ensure smooth implementation of access control systems.
• Monitor customer health metrics and proactively address potential issues.
• Provide ongoing training and support to maximize product adoption and ROI.
• Collaborate with technical teams to resolve complex customer challenges.
• Gather customer feedback and communicate product enhancement requests to internal teams.

Business Development & Growth

• Identify expansion opportunities within existing accounts.
• Develop case studies and success stories to support sales efforts.
• Participate in industry events and trade shows to represent Sitemetric.
• Travel to customer sites for relationship building, training, and executive engagement (up to 25% travel).

Planning & Reporting

• Maintain accurate records of customer interactions and account status in CRM systems.
• Prepare detailed reports on account performance and growth opportunities.
• Collaborate with sales, product, and engineering teams to enhance the customer experience.
• Contribute to customer retention and satisfaction initiatives.

An ideal candidate has:

• You are a problem-solver at heart—you seek to understand others’ business problems and identify the best possible solutions to improve their business outcomes
• You are a self-described people person who works to build rapport with individuals from a wide range of personal and professional backgrounds
• You are a highly motivated self-starter who prides themselves on having a growth mindset
• You have tenacity that turns problems into opportunities without getting discouraged after a setback
• You consistently reflect on your strengths and weaknesses, proactively seek guidance to identify areas for improvement, and modify your behavior to achieve success
• Represent and demonstrate our company values, brand, and mission

Qualifications

• 2-3 years of experience managing B2B customer relationships.
• Proven track record of managing multiple accounts and driving customer satisfaction.
• Experience with account management, customer onboarding, or business development roles.
• Strong communication and presentation skills with the ability to engage stakeholders at all levels.
• Excellent problem-solving abilities and a consultative approach to customer needs.
• Proficiency with CRM systems and customer success platforms.
• Ability to translate technical concepts into business value propositions.
• Bachelor’s degree in Business, Engineering, or a related field is a plus (experience may be considered in lieu of a degree).
• Previous experience in the data center or physical security industries preferred.
• Willingness to travel to customer sites as needed.

Perks & Benefits

As part of the Sitemetric team, you’ll receive:

• Competitive pay based on experience and qualifications
• Health, dental and vision insurance for full time employees
• 401(k) eligibility
• Employee referral bonus plan includes $50 for each referred candidate that completes a minimum of 60 days of service with Sitemetric. Referring Employee must be active at the time of payment. Note that bonus payments will be subject to applicable taxes.
• Accrued paid sick leave for all employees
• Paid vacation, accruing at 80 hours per year

Additional Information

The base pay for this position ranges from $90,000 to $110,000 per year. Pay is based on a number of factors including market location and jobsite upon which work is being performed, and may vary depending on job-related knowledge, skills, credentials, and experience. 

How to Apply

Interested individuals should apply on Sitemetric.com/careers.  Sitemetric accepts applications on an ongoing basis.

Sitemetric is proud to be an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.