Customer Success Executive

Job Description

The Customer Success Executive partners with senior customer leaders to drive adoption, retention, and growth across a portfolio of enterprise accounts, working as a strategic advisor to some of most important software customers. Works independently with minimal guidance to service a portfolio of UL Solutions' most strategic, highest-ARR software accounts as an executive-level customer advisor. Operates as a peer to senior customer leaders building customer-specific ROI models, leading C-suite engagements, and driving net revenue retention through adoption, renewal, and expansion strategy. Sets the standard for strategic Customer Success delivery across the organization.

Responsibilities

Services a portfolio of 1030 strategic accounts in the $150K$1M+ ARR range, with full accountability for adoption, renewal, and expansion outcomes

Builds and maintains customer-specific ROI models using the customer's actual operational and financial data; defends those models in executive forums

Develops three-year customer success roadmaps tied to each customer's stated business transformation agenda

Runs quarterly value reviews that quantify hard and soft value using the customer's own metrics as the benchmark not product status updates

Produces executive-ready value summaries that customers use internally to justify and expand their investment with UL Solutions

Maintains VP-and-above relationships with a minimum of two executive contacts per account; cultivates at least one C-suite contact where possible

Contributes to or Leads Periodic Business Reviews (PBRs) as strategic alignment sessions with customer executives, supported by Sales, Product, Customer Success, and other functions as needed

Brings market intelligence, competitive benchmarks, and industry insight to customer executive conversations

Coaches customer champions on building internal business cases for expanded investment and broader UL Solutions adoption

Contributes to a proactive 1224 month expansion roadmap for every account, in collaboration with Sales

Drives net revenue retention consistently at or above 110% across the managed portfolio

Converts satisfied customers into reference accounts, advisory board members, and case study participants

Synthesizes usage data, NPS, support history, and customer business performance into a coherent, data-driven account strategy

Read and follow the Underwriters Laboratories Code of Conduct, and follow all physical and digital security practices.

Qualifications

Bachelor's degree in business, finance, or related field

Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software (Salesforce)

7+ years in Customer Success, with 3+ years managing enterprise or strategic accounts ($150K+ ARR)

Demonstrated ability to build and defend financial ROI models with executive audiences

Track record of net revenue retention at or above 110% across a managed strategic portfolio

Proven executive engagement experience: comfortable leading conversations with CSOs, CQOs, COOs, and equivalent senior leaders

Strong analytical skills ability to translate data into strategic narrative and executive-grade communication

Experience in B2B SaaS; familiarity with enterprise procurement and renewal cycles

Strong mastery of corporate financial concepts; familiarity with Customer Success platforms (PlanHat, Gainsight, or equivalent) preferred

What you'll experience working for ULS

UL Solutions has been pioneering change since 1894 and we're still leading the way. From day one, we've blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.

That's where you come in because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.

This is more than a job. It's a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today and tomorrow. As a member of our safety science community, you'll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.

Everyone here is unique. But we're also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.

Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future one where everyone benefits.

Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com

What we offer:

Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The target annual pay range for this position is $148,500.00 - $182,250.00 which includes a base salary of $110,000. - $135,000. and 100% on target performance. Members of the sales function are eligible to participate in the UL Solutions Sales Incentive Plan. The annual target incentive for this position is 35% of the base salary, paid quarterly, and is contingent upon performance. Compensation is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors.

This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

The application deadline for this position is 2/17/27