Principal Customer Success Executive

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. What you will be doing   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  FedRAMP Classification Notice  This position is currently designated as Out of Scope for FedRAMP-authorized systems and environments. Individuals in this role are not expected to require access to systems or data within the FedRAMP authorization boundary as part of their regular job responsibilities.  If business needs change and the role is expanded to include access to FedRAMP-authorized systems or data, any required verification, authorization, confidentiality, or access-control requirements must be successfully completed before such access is granted.    What we require of you 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  What we'll love about you 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  In addition, we hope you ll appreciate: Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and two Give Back Days. Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more! Prepare for the future: 401(k) with a company match to provide a better future in your retirement years. USD 107,256-134,070 per-year-salary The base salary for this role will fall within the posted range and is determined by experience, qualifications, and location.   **Additional Compensation: Quarterly commissions subject to the terms of the applicable commission plan. Siteimprove is an equal opportunity employer   All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.   Siteimprove is a global corporation that has developed data practices to ensure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/.   FedRAMP Authorization Notice for Job Postings This position may involve access to systems, information, or customer environments that are subject to the Federal Risk and Authorization Management Program (FedRAMP). Where applicable, FedRAMP-related responsibilities will be outlined in the job description. If the role includes FedRAMP-related duties, candidates may be required to meet the following requirements: Identity Verification: Candidates must successfully complete federal I-9 employment eligibility verification. Citizenship/Residency Requirement: Certain roles may be limited to U.S. citizens or lawful permanent residents if job duties include access to controlled systems, environments, or data. Access Authorization: Employment offers for applicable roles are contingent upon confirmation that the candidate meets the minimum access requirements associated with the FedRAMP authorization level required for the position. By applying, you acknowledge that, if the role includes FedRAMP-related responsibilities, employment may be subject to these authorization and verification requirements. Apply now! Job details Location Minneapolis Department GTM Job Type Full-Time Apply now! 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