Customer Success Executive (100% Remote in preferred locations)

Job Description

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Customer Success Executive I\n

Remote (U.S.)

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Preferred Locations: Vermont, New Hampshire, Massachusetts, Upstate New York, and Southern Maine

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Travel: Up to 30%

About the Opportunity\n

Our client is seeking a strategic and relationship-driven Customer Success Executive to manage a portfolio of complex, high-value accounts. This role is ideal for someone who excels at building trusted partnerships with executive stakeholders, driving customer retention and growth, and serving as a strategic advisor to clients.

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The successful candidate will own customer relationships from both a strategic and operational perspective, helping organizations maximize value, achieve business objectives, and realize measurable outcomes. This individual will regularly engage with senior leaders and executive decision-makers, making executive presence and stakeholder management critical to success.

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This position is particularly well-suited for candidates with experience supporting Healthcare SaaS, HealthTech, GovTech, or public sector customers, and those who understand how to navigate complex organizational structures, long-term partnerships, and outcome-driven customer success strategies.

Key ResponsibilitiesStrategic Account Management & Executive Relationship Building\n

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• Own a portfolio of strategic, high-value customer accounts with a focus on retention, growth, and long-term partnership development.

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• Establish and maintain strong relationships with stakeholders across all levels of client organizations, including executive leadership.

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• Serve as a trusted advisor, aligning customer objectives with strategic success plans and business outcomes.

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• Lead executive business reviews, strategic planning discussions, and ongoing stakeholder engagement efforts.

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• Drive account retention and renewal strategies while identifying opportunities for expansion and increased customer value.

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Customer Success & Value Realization\n

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• Develop and execute success plans aligned to customer goals, operational priorities, and financial objectives.

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• Translate customer challenges and business needs into actionable recommendations and scalable solutions.

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• Analyze adoption, utilization, and outcome data to demonstrate ROI and inform strategic conversations.

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• Deliver compelling presentations and business reviews that connect platform value to measurable customer outcomes.

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• Identify risks early and proactively develop mitigation strategies to support customer health and retention.

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Cross-Functional Leadership\n

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• Partner closely with Product, Operations, Marketing, Support, and other internal teams to drive successful customer outcomes.

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• Advocate for customer needs and provide strategic feedback that influences product development and service improvements.

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• Navigate complex customer environments and solve cross-functional challenges with minimal oversight.

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• Align internal and external stakeholders around shared objectives and long-term success plans.

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Team Contribution & Mentorship\n

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• Contribute to customer success best practices, process improvements, and strategic initiatives.

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• Support onboarding and mentoring efforts for junior team members.

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• Share knowledge and insights that strengthen team performance and customer outcomes.

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QualificationsRequired Experience\n

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• 5+ years of Customer Success, Account Management, Strategic Partnerships, Enterprise SaaS, or related client-facing experience.

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• Proven success managing complex customer relationships and high-value accounts.

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• Experience leading executive-level conversations and influencing senior stakeholders.

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• Demonstrated track record of driving customer retention, renewals, and account growth.

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• Strong business acumen, strategic thinking, and consultative problem-solving skills.

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Preferred Experience\n

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• Experience supporting Healthcare SaaS, Health Technology, Government, Public Sector, Human Services, or Community-Based Organization customers.

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• Experience working within highly regulated environments and managing complex stakeholder groups.

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• Background in strategic account planning, value realization, and executive relationship management.

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• Experience presenting to C-suite executives and leading executive business reviews.

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Skills\n

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• Exceptional relationship-building and communication skills.

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• Strong executive presence and ability to influence stakeholders at all levels.

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• Data-driven approach to customer success and value realization.

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• Ability to manage multiple priorities and navigate ambiguity in a fast-paced environment.

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• Strong cross-functional collaboration and problem-solving capabilities.

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Work Environment\n

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• Fully remote within the United States.

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• Strong preference for candidates located in Vermont, New Hampshire, Massachusetts, Upstate New York, or Southern Maine.

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• Up to 30% travel may be required.

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