Customer Success Executive

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

📋 Description

• Take ownership of value-driven account strategy and execution for intricate, high-value accounts.

• Align customer stakeholders on future plans and optimization opportunities.

• Establish and strengthen relationships across customer organizations, including with executive stakeholders.

• Lead strategies for retention and address at-risk accounts.

• Manage renewals and promote expansion in alignment with customer outcomes.

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

• Implement value realization strategies that align with customer strategic and financial priorities.

• Analyze platform and outcomes data to create outcome-oriented narratives.

• Conduct QBRs, EBRs, and executive presentations that connect investments to results.

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

• Collaborate with Product, Community, Operations, Marketing, and Support teams without formal people management.

• Advocate for customer needs and promote action based on customer insights.

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

• Mentor junior team members and assist with onboarding.

⛳️ Requirements

• Candidates must reside in or near Vermont.

• Suggested 5–7 years of professional work experience.

• Preferred 5+ years of experience in customer success, account management, or a directly related field.

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

• Experience in creating and maintaining large, complex strategic partnerships.

• Demonstrated success with renewals and retention efforts.

• Must successfully complete a background check that includes criminal, employment, and education verification.

• Willingness to travel up to 30%.

🏝️ Benefits

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

• Unlimited access to virtual mental health and acute medical consultations.

• Employee Assistance Program (EAP).

• Subscription to a wellness platform.

• Flexible time off, including volunteer days and mental health days.

• 14 paid company-wide holidays.

• Paid parental leave, applicable to adoptive parents as well.

• Employee Resource Groups (ERGs).

• 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 AD&D insurance, with options for additional coverage.

• Disability coverage.

• Accident insurance.

• Pet insurance.

• Provision of necessary work-from-home equipment, including computer, mouse, keyboard, and other approved supplies.

• Eligibility for variable compensation.