ABOUT SITEWISE ANALYTICS:
Sitewise Analytics is a fast-growing SaaS company that specializes in location analytics and GIS mapping, helping businesses make smarter, data-driven decisions. We design customized solutions for organizations in the restaurant, retail, real estate, and healthcare sectors across North America. Our clients include Orange Theory, Lululemon, Chipotle, Adidas, McDonald's, The North Face, Vans, GoodLife Fitness, Subway, Panago, Midas, Freshii, Benjamin Moore, The Keg, Milestones, Church’s Chicken and MANY more!
Our platform combines cutting-edge analytics with expert consulting services to support our clients in areas such as predictive modeling, franchise territory management, trade area analysis, reporting, and data integration. While our software is at the core of what we do, our success is driven by the expertise and dedication of our team, who ensure every client gets the most value from our platform. We’re entering an exciting phase of growth, fueled by expanding analytics capabilities, a refreshed marketing strategy, and a redesigned UI that enhances the power of our flagship SaaS platform, Sitewise.
At Sitewise, we believe in a progressive approach to management, where open communication, collaboration, and professional growth are prioritized. Our culture is truly employee-first, because we know that’s the best way to build a high-performing team that thrives long-term. We know that work should fit into your life—not the other way around, and we’re committed to fostering an environment where our team members can thrive both personally and professionally. But don’t just take our word for it—our interview process gives you open access to anyone on the team, so you can see for yourself that we’re not just talk.
We’re building something special at Sitewise—something unique that keeps people here for the long haul. We’d love for you to learn more and see why this could be the right place for you!
ABOUT THE ROLE:
As a Client Success Manager, you’ll be a trusted advisor for a portfolio of clients, helping them maximize the value of our SaaS platform and professional services. You’ll build strong relationships, proactively address challenges, and ensure our clients achieve success through our solutions.
Client Success at Sitewise is unique—it allows you to leverage the flexibility of our platform to develop creative solutions without needing involvement from the development team. Whether it’s designing new workflows, optimizing reports, or configuring innovative client-specific solutions, you’ll have the autonomy to think outside the box and solve challenges in ways we haven’t even thought of yet.
WHO YOU ARE:
- Our team makes us great, and you could too. You’ll fit right in with the Sitewise Client Solutions team if you value…
- Curiosity. You seek first to understand and love to learn new things. You have a knack for asking questions that help clients define their needs.
- Perspective. You see the forest AND the trees.
- Wisdom. You use good judgment to find the way through.
- Determination. You have grit and are resilient in the face of challenges.
- Communication. You listen, speak, and write effectively and have a natural ability to ability to convey complex concepts.
- Confidence. You are comfortable talking to C-suite-level customers. If clients aren’t being cool, you respectfully stand your ground.
- Insight. You see beyond what clients are saying to deeply understand expectations.
- Organization. You adeptly manage multiple projects and deliverables with focus.
- Agility. You are quick on your feet and adjust without sacrificing quality.
- Precision. You have razor-sharp focus on the details that matter and proceed accordingly.
- Collaboration. You love working with people and know that teamwork makes the dream work.
- Resilience. You take critiques like a champ – it’s a learning opportunity after all!
WHAT YOU’LL DO:
- Serve as your clients’ primary point of contact and build long-term relationships to become their trusted Sitewise advisor.
- Cultivate your curiosity and the essential art of listening every day. Ask clients meaningful questions to understand their unique business challenges.
- Proactively identifying potential upselling and cross-selling opportunities for additional products or services, driving revenue growth and retention.
- Translate client business requirements into actionable Sitewise solution plans. Work with other Client Services teams to plan and execute client deliverables.
- Conduct regular project evaluations, assessing performance against key metrics, and implementing improvements to enhance overall project efficiency and success.
- Craft and lead presentations and education/training sessions to C-suite clients and project stakeholders to maximize product adoption.
- Put AI to work at the leading edge of client-facing roles. Use it to move faster and scale your output, freeing you to bring more human wisdom and expertise to the relationships that need it.
- Drive continuous product and service improvements by developing new or adapting existing standardized deliverables for our clients.
- Leverage internal reporting and your creative insights to assess customer satisfaction, identify areas for improvement, and drive continuous enhancements to our products and services.
- Stay updated on industry trends, best practices, and emerging technologies to provide informed recommendations and solutions to clients.
MUST HAVES
- Minimum of 3-4 years of working experience in a Customer Success, SaaS, GIS, Analyst, IT Support, or consulting-related function.
- Strong, proven analytical and technical skills.
- The ability to effectively manage and execute competing projects on time.
- Proven client and project management skills.
- Experience working with databases and Microsoft Excel.
- Genuine interest in working directly with clients and providing the services they need.
- Able to work 2-3 days per week at our office in Vancouver. Full-time remote work may be considered for an exceptional candidate.
NICE TO HAVES
- Exposure to Geographic Information Systems (MapInfo/ArcGIS) and ETL tools (FME/Alteryx), and/or Tableau.
- Experience in, and/or exposure to, market research, retail analytics and data science modeling.
- Experience in the restaurant, retail, or multi-unit franchise space.
- Exposure to working with APIs, webhooks, or integration workflows.
- Experience using Claude and building custom skills or leveraging MCP Connectors to extend AI capabilities into real workflows.
- Creative interests or hobbies outside of work—music, photography, design, writing, etc.
- Experience working directly with C-suite or senior stakeholders at client organizations.
HOW ARE YOU COMPENSATED?
Sitewise Analytics is proud of our competitive compensation packages that promote employee health, wealth, and happiness. We partner with a leading compensation consultant specializing in Western Canada to ensure our salaries are always at or above market levels. Our goal is to offer competitive pay that reflects the value our team brings while maintaining fairness and transparency. Working with Sitewise means you’ll get…
- Competitive base salary plus annual bonus package (up to 10% of salary). Client Success Manager salary is $70K-$100K, depending on experience.
- Group insurance benefits program, including extended health and dental benefits.
- Personal health spending account and a fitness and wellness benefits program.
- Cellphone subsidy plan.
- RRSP matching.
- 15 vacation days per year to start, increasing with tenure (flexible for more senior team members).
- Half-day summer Fridays when the workload permits (June-September).
- Flexible in-office/remote working arrangements tailored to your needs when possible.
Job Type: Full-time
Pay: $70,000.00-$100,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Paid time off
- RRSP match
- Wellness program
Application question(s):
- This role has a preference for at least two days per week in our Kitsilano, Vancouver office, can you commit to working two days in office and possibly more if the role requirements change?
- Are you comfortable communicating fluently in English in a professional, client-facing setting - both written and verbal?
- How soon are you available to start a new role after signing an offer?
- Do you currently live in Vancouver or the Lower Mainland? Please specify the general area.
Work Location: Hybrid remote in Vancouver, BC V6J 1P2
