[Remote] Customer Success Executive

Note: The job is a remote job and is open to candidates in USA. Pricefx hires a Customer Success Executive to lead strategic onboarding, adoption, retention, and expansion for enterprise customers. The role manages executive relationships and a strategic account portfolio, drives measurable customer outcomes, and partners cross-functionally to grow customer value and revenue.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• Monitor key success metrics including ARR retention, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer health, adoption, and executive engagement
• Mentor Customer Success Managers and contribute to the development of best practices, playbooks, and customer success methodologies
• Partner cross-functionally with Product, Professional Services, Support, Marketing, and Sales to ensure a unified customer experience

Skills

• Minimum 10 years of experience in Customer Success, Account Management, Strategic Consulting, Enterprise SaaS, or a related customer-facing role
• Proven experience managing strategic or enterprise accounts with significant ARR responsibility
• Demonstrated success driving customer retention, expansion, and executive-level engagement
• Strong business acumen with the ability to align technology solutions to customer business objectives
• Experience conducting Executive Business Reviews (EBRs) and presenting to C-level stakeholders
• Strong analytical skills with the ability to interpret customer data, business performance metrics, and success indicators
• Experience with Microsoft Office Suite, CRM platforms such as Salesforce, HubSpot, and Groove and AI LLMs
• Exceptional communication, relationship management, and strategic planning skills
• Bachelor's degree in Business, Communications, Marketing, Technology or other related field preferred

Benefits

• Monthly $260 IT allowance for laptop, mobile, and internet
• 401K contribution dollar-for-dollar up to 4%, with contributions vested immediately
• 20 vacation days, 3 free (sick days), 15 public holidays, and 1 additional day off during your birthday month
• Sabbatical program after 5 years of service
• Robust healthcare, dental, and vision coverage with ADP
• 16 weeks of 100% paid maternity leave with a new baby bonus
• Holiday and Referral bonuses
• Variable pay targeted at 35% of base salary, with actual payout determined in accordance with then-current variable pay policy(ies)
• Home office setup support with a monthly IT allowance
• Regular virtual or in-person meetups and social activities and challenges
• Remote opportunity

Company Overview