Customer Success Executive

UL, LLC; Basingstoke; On-site; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Annual paid leave

Volunteering days

Company vehicle or car allowance

Private healthcare

UL University for learning

Job summary

UL Solutions is seeking a Customer Success Executive in the UK to partner with senior customer leaders, driving adoption, retention, and growth across a portfolio of strategic enterprise accounts. This hybrid role is based in Basingstoke, with regular onsite collaboration and executive-level advisory responsibilities.

You will manage 10–30 accounts ($150K+ ARR), build ROI models, and guide 3-year roadmaps and quarterly value reviews.

Qualifications

• Bachelor's degree in business, finance, or related field.
• 7+ years in Customer Success, with 3+ years managing enterprise or strategic accounts ($150K+ ARR).
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook) and CRM software.
• Experience in B2B SaaS; familiarity with enterprise procurement and renewal cycles.
• Proven executive engagement experience with CSOs, CQOs, COOs and other senior leaders.

Responsibilities

• Serves a portfolio of 10–30 strategic accounts in the $150K–$1M+ ARR range with full adoption, renewal and expansion accountability.
• Builds ROI models using customer data and defends them in executive forums.
• Develops three-year CS roadmaps aligned to customer transformation agendas.
• Leads quarterly value reviews using customer metrics as benchmarks.
• Produces executive-ready value summaries to justify and expand UL Solutions investments.
• Maintains VP-and-above relationships with multiple executive contacts per account.

Skills

Executive engagement

ROI modeling

Strategic advisory

Analytical skills

B2B SaaS

Data storytelling

Education

Bachelor's degree in business/finance or related field

Tools

Salesforce

PlanHat

Gainsight

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 our most important software customers. This is a hybrid role based in Basingstoke, UK, requiring regular onsite collaboration with customers and internal stakeholders. 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

• Services a portfolio of 10–30 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 12–24 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.

• 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

Total Rewards: We understand that rewards are an important consideration as you plan the next step in your career. Salary range varies by location and local market conditions. It is based on multiple factors, including job-related knowledge/skills, experience, geographical location, and other factors. 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. You’ll also enjoy annual paid leave, access to our ULS University to support continuous learning and career development, two volunteering days each year to participate in community activities, and flexible working arrangements designed to help you balance work and life. Along with a comprehensive benefits package including a company vehicle or generous car allowance, private healthcare, supportive leadership, and strong technical backing. This is a permanent, long-term opportunity with excellent career progression prospects and the chance to broaden your experience by diversifying into other areas of the business.

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 safer, 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, visitUL.com

Applicants must have the right to work in the UK at the time of application. Unfortunately, we are not able to support visa applications or future sponsorship for this position.

#LI-IE1 #LI-hybrid

A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.

UL LLC has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to assure that:

Persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.