Client Success Advisor

About SiteCare

SiteCare is a managed WordPress services company serving mid-market and Enterprise clients. Our clients rely on us for hosting, website management, security, performance, accessibility, SEO, and ongoing development. We are building a dedicated Client Success function and this role is central to that effort.

Role Summary

The Client Success Advisor owns the ongoing relationship for a portfolio of clients. This is a proactive, commercially oriented role responsible for client retention, account growth, tier alignment, and internal delivery accountability.

Responsibilities

• Own and manage a portfolio of high-value client accounts.

• Conduct structured client touchpoints. Each meeting should include a prepared agenda with data-driven recommendations covering performance, security, accessibility, and SEO.

• Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.

• Monitor client consumption relative to plan scope. Address misalignment directly and manage tier upgrade conversations when usage consistently exceeds plan coverage.

• Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified, even when the ticket is already in progress.

• Hold delivery teams accountable on quality and timeliness. Flag risks early and escalate directly before issues surface in client-facing meetings.

• Lead monthly client review meetings. Ensure all presented work meets quality and timeline commitments.

• Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.

• Coordinate with delivery, support, and development teams on larger engagements. Maintain ownership of the client relationship throughout.

• Act on tier upgrade signals surfaced by the support team. Convert qualified opportunities.

Qualifications

• 4+ years managing client relationships in a B2B services or agency environment.

• Strong experience with WordPress and web technology services, and their impact on client KPIs (ie. understanding how improving site organization can improve lead generation).

• Demonstrated ability to identify and close account expansion opportunities.

• Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades.

• Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention.

• Ability to work across teams and step into active colleague workflows when the client situation warrants it.

• Strong remote communication skills. Able to build trust and manage relationships without in-person interaction.

• Comfortable operating in a role with evolving structure. This function is new and the successful candidate will help define it.

Key Performance Indicators

• Client retention rate within assigned portfolio.

• Account expansion revenue against targets.

• Tier alignment accuracy across portfolio.

• Proactive anticipation of client needs and risks.

• Client satisfaction and relationship health scores.

• Internal escalation rate and resolution effectiveness.

Working Conditions

• Fully remote position.

• Must be available during US business hours.

• Travel not anticipated.