Remote opportunity at
SitelineMid-Market Customer Success Manager
Siteline, an early-stage Series A startup headquartered in San Francisco, builds billing and payment software designed specifically for specialty trade contractors in the construction sector. The…
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About This Role
Siteline, an early-stage Series A startup headquartered in San Francisco, builds billing and payment software designed specifically for specialty trade contractors in the construction sector. The company seeks a strategic Mid-Market Customer Success Manager to oversee mid-market accounts remotely. In this role, you will act as a primary advisor and account manager for client finance, operations, and leadership teams across the entire post-sale journey, from initial onboarding to renewals and…
Job Description
Siteline, an early-stage Series A startup headquartered in San Francisco, builds billing and payment software designed specifically for specialty trade contractors in the construction sector. The company seeks a strategic Mid-Market Customer Success Manager to oversee mid-market accounts remotely. In this role, you will act as a primary advisor and account manager for client finance, operations, and leadership teams across the entire post-sale journey, from initial onboarding to renewals and expansions. You will operate in a fast-paced environment where priorities shift, requiring you to navigate ambiguity, handle complex customer escalations, and execute both strategic account planning and hands-on problem-solving. While partnering alongside Customer Enablement, Integrations, and Technical Support teams, you will remain responsible for coordinating resources, driving user adoption, managing account health, and protecting revenue retention. This position suits an organized professional with strong commercial skills who can translate customer business targets into measurable results while advocating for client needs directly with internal product groups.
Responsibilities
- Manage a portfolio of mid-market client accounts by building multi-threaded relationships with executive sponsors across finance and operations teams
- Develop and maintain strategic account plans and proactive engagement cadences
- Lead client onboarding rollouts from kickoff through initial live billing, establish success milestones, and remove adoption barriers
- Drive software adoption across multiple teams, projects, and business units while identifying expansion opportunities
- Conduct strategic business reviews connecting product utilization to measurable billing efficiencies and time savings
- Manage renewal strategies, risk identification, forecasting, and retention execution for assigned accounts
- Lead the complete expansion cycle from value discovery and pipeline creation to negotiation and closing
- Gather product feedback, document friction points, and partner with product teams to influence prioritization
- Coordinate with support and engineering departments to manage complex customer escalations and resolve issues
Requirements
- Minimum of 5 years of experience in customer success, strategic account management, or comparable customer-facing B2B SaaS roles
- Demonstrated track record of managing large mid-market accounts while driving retention, renewals, and expansion against revenue targets
- Strong commercial and consultative abilities regarding executive stakeholders, contract negotiations, and value-based expansion talks
- Capacity to convert customer objectives into strategic plans and measurable success criteria
- Solid analytical judgment utilizing product usage, health, and revenue data to prioritize portfolios
- Ability to thrive in an early-stage startup setting by adapting to shifting priorities and navigating ambiguity
Qualifications
- Prior background in construction technology, accounts receivable, or construction finance, including familiarity with pay applications, retainage, lien waivers, and ERP workflows
- Experience handling complex, multi-stakeholder implementations involving finance, operations, IT, or ERP teams
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this position?
The posting specifies that the role is remote.
What employment type is this role?
The position is full-time.
Is the salary stated in the job posting?
The salary is not stated in the source posting.
What level of experience is required?
Candidates must have five or more years of experience in Customer Success, Strategic Account Management, or a similar B2B SaaS customer-facing role.
Sample Interview Questions
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