Customer Success Executive

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take ownership of value-based account strategies and execution, ensuring alignment among stakeholders regarding future plans and optimization opportunities.

• Build and strengthen relationships across customer organizations, engaging with executive stakeholders.

• Develop and implement retention strategies to address at-risk accounts.

• Manage renewals and drive expansion efforts in line with customer outcomes.

• Create solutions for complex use cases and convert customer needs into actionable product feedback.

• Formulate value realization strategies that align with customers' strategic and financial priorities.

• Integrate platform and outcomes data into compelling narratives; present Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and executive briefings.

• Address ambiguous cross-functional challenges impacting customer systems and workflows.

• Foster alignment among Product, Community, Operations, Marketing, and Support teams without formal management authority.

• Champion customer needs and initiate actions based on customer insights.

• Lead team initiatives and contribute to the development of best practices and playbooks.

• Mentor junior team members and assist with their onboarding process.

⛳️ Requirements

• 5–7 years of professional work experience is recommended.

• A minimum of 5 years in customer success, account management, or closely related roles is preferred.

• Proven experience managing a portfolio of business and complex, high-value accounts.

• Experience in establishing and maintaining large, intricate strategic partnerships.

• Demonstrated success in renewals and retention efforts.

• Candidates must reside in or near the state of Florida.

• Successful completion of a background check, including criminal, employment, and education verification, is required.

• Willingness to travel up to 30% is necessary.

🏝️ Benefits

• Medical, dental, and vision insurance for employees and eligible partners and dependents.

• Unlimited virtual mental health and acute medical consultations.

• Employee Assistance Program (EAP).

• Subscription to a wellness platform.

• Flexible Time Off, which includes volunteer days and mental health days.

• 14 paid company-wide holidays.

• Paid parental leave, inclusive of adoptive parents.

• Employee Resource Groups.

• Health Savings Accounts (HSAs).

• Flexible Spending Accounts (FSAs).

• Commuter benefits.

• 401(k) plan with employer matching, immediate vesting, and financial wellness resources.

• Company-paid life and Accidental Death & Dismemberment (AD&D) insurance, with options for additional coverage.

• Disability coverage.

• Accident insurance.

• Pet insurance.

• Necessary equipment for remote work, including computer, mouse, keyboard, and other approved supplies.