Customer Success Executive

Job Description

Pricefx is the global leader in enterprise pricing intelligence. We help the world’s largest companies find and recover hidden margin, govern pricing decisions at scale, and turn insight into action across every deal, product, and customer. Most companies make hundreds of thousands, or even millions, of pricing decisions every year, and small mistakes quietly drain millions in margin. Pricefx helps companies find that hidden margin fast. Our Agents quickly identify where they’re losing money or missing growth opportunities and connect those actions to core price management and quote-to-cash processes to optimize value capture at scale. Our product vision is: Every Deal. Priced Right. Every Time. You will be in charge of … - Strategic Onboarding & Value Realization - Lead the strategic onboarding and adoption journey for strategic customers, ensuring alignment between customer business objectives and subscribed capabilities within the implementation process - Develop and execute customer success plans that define measurable outcomes, milestones, and value realization targets. - Partner with executive stakeholders to establish success criteria and long-term transformation goals. - Drive accelerated time-to-value through effective implementation governance and cross-functional collaboration. - Customer Adoption & Business Outcomes - Serve as a trusted advisor to customer executives, pricing leaders, revenue management teams, and business stakeholders. - Conduct Executive Business Reviews (EBRs) and Top-to-Tops focused on ROI, business impact, and strategic initiatives. - Leverage customer health metrics, usage analytics, and business performance indicators to proactively drive adoption and customer maturity. - Identify opportunities to deepen product usage and expand solution value across business units. - Retention & Revenue Protection - Own retention and renewal outcomes for a strategic portfolio representing significant annual recurring revenue. - Proactively assess renewal risk, develop mitigation strategies, and lead cross-functional efforts to address customer concerns. - Maintain accurate renewal forecasts and communicate portfolio health, risks, and opportunities to leadership. - Drive customer satisfaction and loyalty through consistent delivery of measurable business outcomes. - Expansion & Revenue Growth - Identify, develop, and influence expansion opportunities across existing accounts, including upsell, cross-sell, and enterprise-wide adoption initiatives. - Collaborate closely with Expansion Sales and Success Leadership to build account growth strategies and expansion plans. - Develop multi-year account success roadmaps aligned to customer priorities and organizational goals. - Contribute directly to net revenue retention (NRR) targets through customer growth and advocacy initiatives. - Executive Relationship Management & Customer Advocacy - Build and maintain trusted relationships with senior executives and key decision-makers within customer portfolio. - Build strong relationships with implementation and strategy partners that support the customer - Act as the voice of the customer internally by translating customer feedback into actionable insights for Product, Engineering, and Leadership teams. - Champion customer success stories, executive references, case studies, and advocacy programs. - Facilitate strategic discussions that position the company as a long-term partner in customers' revenue growth and pricing transformation initiatives. - Operational Excellence & Portfolio Leadership - Manage a portfolio of strategic accounts with a focus on customer health, business outcomes, retention, and expansion performance. - Utilize customer success platforms, CRM systems, and business intelligence tools to drive data-informed decisions