Onboarding Customer Success Manager
Mexico City
Customer Success – Customer Success /
Full-Time /
Remote
Sitetracker powers the rapid deployment of tomorrow's infrastructure as the global leader in deployment operations management software. Innovative companies like Cox, Telefonica, EVgo, and Tilson rely on Sitetracker to plan, deploy, and manage critical infrastructure projects and assets across industries like telecommunications, EV charging, renewables, and utilities. Our cloud-based solution accelerates the transition to a fully connected and sustainable future. Founded to solve infrastructure deployment challenges, Sitetracker continues to expand its impact across industries. Recognized as a top workplace, we are proud to invest in our exceptional, people-first culture.
The Opportunity:
As an Onboarding Customer Success Manager, You'll be the strategic force behind every customer's successful launch. As their primary guide, you will orchestrate a seamless onboarding journey, acting as the vital link between our customers and our internal teams. Your mission is not just to manage a process, but to proactively eliminate risks and ensure a successful Go-live. You'll drive meaningful change management by fostering internal champions, building powerful adoption strategies, and mapping scalable rollout plans that guarantee our customers don't just use Sitetracker—they thrive on it.
What You'll Do:
In this role, you will serve as the primary customer contact during their onboarding, acting as the central liaison between the customer and internal teams to ensure a smooth transition into early implementation and a seamless handoff post Go-Live. You will collaborate with project managers, solution delivery, and education teams to align stakeholders on success criteria, lead readiness assessments, and proactively address risks such as integration delays or training gaps. You will drive change management by fostering internal champions, creating adoption and communication plans, and mapping scalable rollout strategies.
You will track and promote platform adoption through tools like User Adoption Maps and Horizon Maps, and leverage ROI metrics to showcase early wins. Additionally, you will share enablement resources, promote community engagement, and build strong relationships with customer leadership to ensure both short-term activation and long-term success, while contributing to internal process improvements for a better overall customer experience.
The Skills You'll Have:
- Core Customer Success Management:
- Strong customer success and/or project management skills with the ability to manage multiple customers simultaneously. Passionate about customer success and enabling others to achieve business value.
- Experience managing 30+ customers with around 2+ years working as a CSM, with a high-touch engagement model.
- Improving Customer Experience and satisfaction, including stakeholder management:
- Demonstrable experience of working in a mid and high-touch engagement model.
- Work with all levels of the business, meeting regularly with managers, directors, and executives ability to create content that is suitable for an executive audience.
- Ability to articulate how you turned detractors into champions, or passive promoters into proactive promoters.
- Demonstrate the outcomes of your engagement across the business, i.e. network effect of sales into other departments or external organisations/partners.
- Demonstrating Business Value Realisation (BVR):
- You should be able to demonstrate your ability to identify, communicate, and deliver measurable business value for customers.
- Able to clearly articulate how you identified business value (and whether it was quantifiable), how it aligned with the customer’s overall business objectives, and how you delivered and measured that value to drive meaningful outcomes.
- Skills in leading successful planning workshops with customers and ensuring accountability by guiding them to follow and achieve agreed-upon objectives
- Technical Aptitude:
- Ability to establish and maintain strong cross-functional relationships with internal teams to support collaboration and technical delivery. Comfortable using CRM, analytics, and collaboration tools to track customer progress and support success initiatives.
- Communicates industry knowledge and best practices to the customer based off internal product knowledge, research, and customer feedback. Translates simple technical features into clear guidance for customers and internal teams.
- Quickly learns and applies new software tools and platforms to support customers onboarding and adoption. Proficient in English and Spanish.
Within 90 Days, You'll:
- Complete internal Sitetracker onboarding, including product certification and training on processes, tools, and methodologies.
- Build relationships with key cross-functional partners (PMO, Solution Delivery, EDU, CSM) to foster collaboration.
- Understand customer onboarding milestones, success criteria, and key adoption metrics.
- Shadow active implementation projects to learn best practices and identify common challenges.
- Learn to manage Readiness Assessments, User Adoption Maps, and establish trust with customers during onboarding.
Within 180 Days, You'll:
- Lead Readiness Assessment sessions and create tailored customer adoption and change management strategies.
- Track progress toward Success Criteria and early KPI targets to ensure measurable success.
- Work with customer leadership on license rollout plans and adoption benchmarks.
- Identify onboarding risks early and implement mitigation strategies.
- Ensure complete Closeout Packages are delivered for smooth handoff to post-onboarding CSMs and contribute to improving onboarding resources.
Within 365 Days, You'll:
- Deliver high-impact onboarding experiences that accelerate time-to-value and promote early adoption.
- Improve onboarding workflows, tools, and cross-functional collaboration for better efficiency.
- Collaborate with Product, EDU, and Customer Success teams to enhance enablement materials and onboarding resources.
- Build long-term relationships with customer champions to strengthen Sitetracker’s brand and retention.
- Lead complex or strategic implementation engagements and establish as a recognized onboarding subject matter expert.
