Customer Success Executive (100% Remote in preferred locations)

Job Description

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Customer Success Executive I

Remote (U.S.)

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

Travel: Up to 30%

About the Opportunity

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.

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.

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

• Own a portfolio of strategic, high-value customer accounts with a focus on retention, growth, and long-term partnership development.
• Establish and maintain strong relationships with stakeholders across all levels of client organizations, including executive leadership.
• Serve as a trusted advisor, aligning customer objectives with strategic success plans and business outcomes.
• Lead executive business reviews, strategic planning discussions, and ongoing stakeholder engagement efforts.
• Drive account retention and renewal strategies while identifying opportunities for expansion and increased customer value.

Customer Success & Value Realization

• Develop and execute success plans aligned to customer goals, operational priorities, and financial objectives.
• Translate customer challenges and business needs into actionable recommendations and scalable solutions.
• Analyze adoption, utilization, and outcome data to demonstrate ROI and inform strategic conversations.
• Deliver compelling presentations and business reviews that connect platform value to measurable customer outcomes.
• Identify risks early and proactively develop mitigation strategies to support customer health and retention.

Cross-Functional Leadership

• Partner closely with Product, Operations, Marketing, Support, and other internal teams to drive successful customer outcomes.
• Advocate for customer needs and provide strategic feedback that influences product development and service improvements.
• Navigate complex customer environments and solve cross-functional challenges with minimal oversight.
• Align internal and external stakeholders around shared objectives and long-term success plans.

Team Contribution & Mentorship

• Contribute to customer success best practices, process improvements, and strategic initiatives.
• Support onboarding and mentoring efforts for junior team members.
• Share knowledge and insights that strengthen team performance and customer outcomes.

QualificationsRequired Experience

• 5+ years of Customer Success, Account Management, Strategic Partnerships, Enterprise SaaS, or related client-facing experience.
• Proven success managing complex customer relationships and high-value accounts.
• Experience leading executive-level conversations and influencing senior stakeholders.
• Demonstrated track record of driving customer retention, renewals, and account growth.
• Strong business acumen, strategic thinking, and consultative problem-solving skills.

Preferred Experience

• Experience supporting Healthcare SaaS, Health Technology, Government, Public Sector, Human Services, or Community-Based Organization customers .
• Experience working within highly regulated environments and managing complex stakeholder groups.
• Background in strategic account planning, value realization, and executive relationship management.
• Experience presenting to C-suite executives and leading executive business reviews.

Skills

• Exceptional relationship-building and communication skills.
• Strong executive presence and ability to influence stakeholders at all levels.
• Data-driven approach to customer success and value realization.
• Ability to manage multiple priorities and navigate ambiguity in a fast-paced environment.
• Strong cross-functional collaboration and problem-solving capabilities.

Work Environment

• Fully remote within the United States.
• Strong preference for candidates located in Vermont, New Hampshire, Massachusetts, Upstate New York, or Southern Maine .
• Up to 30% travel may be required.