Principal Customer Success Executive
SiteimproveAbout the role
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
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Serve as the primary relationship owner for Siteimprove’s most strategic and high-value customers
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Build and maintain trusted advisor relationships with executive stakeholders, aligning solutions to customer business priorities
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Develop and execute account strategies that drive long-term retention, expansion, and customer value
Drive Retention, Growth & Business Outcomes
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Own gross and net retention performance across an enterprise portfolio
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Identify, shape, and execute expansion opportunities aligned to customer goals and business outcomes
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Lead Executive Business Reviews (EBRs) that clearly communicate value, progress against KPIs, and future opportunities
Lead Complex Customer Scenarios
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Navigate high-risk and high-impact situations, including escalations, renewals, and churn mitigation
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Guide customers through organizational change, digital transformation, and evolving priorities
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Partner cross-functionally to ensure alignment and successful outcomes across complex customer environments
Scale Impact Across the Organization
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Define and drive best practices for managing strategic accounts within Customer Success
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Act as a mentor, thought leader, and escalation point for Senior Customer Success Executives and the broader team
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Lead or contribute to initiatives that improve customer engagement models, processes, and retention strategies
Influence Product & Go-to-Market Strategy
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Partner with Product, Marketing, and Sales to bring forward customer insights and influence roadmap direction
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