Customer Success Executive

Pricefx; United States; À distance; USD 140 000 - 165 000; Plein temps

Avantages offerts par ce poste

IT allowance

401K matching

Healthcare

Résumé du poste

Pricefx is a global leader in pricing intelligence. This role leads strategic onboarding and adoption for key customers, aligning objectives with capabilities, and driving value realization.

You will partner with executives to define outcomes, govern implementations, and drive long-term transformation. You will own retention, renewals, and expansion across a strategic portfolio, leveraging health metrics and cross-functional collaboration to maximize ARR and NRR.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, Technology or related field preferred.
• 10+ years of experience in Customer Success, Account Management, Strategic Consulting, Enterprise SaaS, or related role.
• Proven experience managing strategic or enterprise accounts with significant ARR responsibility.
• Demonstrated success driving customer retention, expansion, and executive-level engagement.
• Strong business acumen with ability to align technology solutions to customer objectives.
• Experience conducting Executive Business Reviews (EBRs) and presenting to C-level stakeholders.
• Strong analytical skills to interpret customer data and performance metrics.
• Experience with Salesforce, HubSpot, Groove and AI LLMs.

Responsabilités

• Lead strategic onboarding and adoption for strategic customers.
• Develop and execute customer success plans with measurable outcomes.
• Partner with executives to set success criteria and long-term transformation goals.
• Drive time-to-value through governance and cross-functional collaboration.
• Serve as trusted advisor to customer executives and stakeholders.
• Conduct Executive Business Reviews (EBRs) and Top-to-Tops focused on ROI and impact.
• Use health metrics and analytics to drive adoption and maturity.
• Identify opportunities to deepen product usage and expand value across units.
• Own retention and renewal outcomes for a strategic portfolio.
• Collaborate with Expansion Sales and Success Leadership on account growth.

Connaissances

Customer Success

Executive engagement

Strategic accounts

Cross-functional leadership

Data-driven decisions

Renewal management

ROI analysis

Negotiation

Formation

Bachelor’s degree

Outils

Salesforce

HubSpot

Groove

AI LLMs

Description du poste

Pricefx is the global leader in enterprise pricing intelligence. We help the world’s largest companies find and recover hidden margin, govern pricing decisions at scale, and turn insight into action across every deal, product, and customer.

Most companies make hundreds of thousands, or even millions, of pricing decisions every year, and small mistakes quietly drain millions in margin.

Pricefx helps companies find that hidden margin fast. Our Agents quickly identify where they’re losing money or missing growth opportunities and connect those actions to core price management and quote-to-cash processes to optimize value capture at scale.

Our product vision is: Every Deal. Priced Right. Every Time.

You will be in charge of …

Strategic Onboarding & Value Realization

• Lead the strategic onboarding and adoption journey for strategic customers, ensuring alignment between customer business objectives and subscribed capabilities within the implementation process
• Develop and execute customer success plans that define measurable outcomes, milestones, and value realization targets.
• Partner with executive stakeholders to establish success criteria and long-term transformation goals.
• Drive accelerated time-to-value through effective implementation governance and cross-functional collaboration.

Customer Adoption & Business Outcomes

• Serve as a trusted advisor to customer executives, pricing leaders, revenue management teams, and business stakeholders.
• Conduct Executive Business Reviews (EBRs) and Top-to-Tops focused on ROI, business impact, and strategic initiatives.
• Leverage customer health metrics, usage analytics, and business performance indicators to proactively drive adoption and customer maturity.
• Identify opportunities to deepen product usage and expand solution value across business units.

Retention & Revenue Protection

• Own retention and renewal outcomes for a strategic portfolio representing significant annual recurring revenue.
• Proactively assess renewal risk, develop mitigation strategies, and lead cross-functional efforts to address customer concerns.
• Maintain accurate renewal forecasts and communicate portfolio health, risks, and opportunities to leadership.
• Drive customer satisfaction and loyalty through consistent delivery of measurable business outcomes.

Expansion & Revenue Growth

• Identify, develop, and influence expansion opportunities across existing accounts, including upsell, cross-sell, and enterprise-wide adoption initiatives.
• Collaborate closely with Expansion Sales and Success Leadership to build account growth strategies and expansion plans.
• Develop multi-year account success roadmaps aligned to customer priorities and organizational goals.
• Contribute directly to net revenue retention (NRR) targets through customer growth and advocacy initiatives.

Executive Relationship Management & Customer Advocacy

• Build and maintain trusted relationships with senior executives and key decision-makers within customer portfolio.
• Build strong relationships with implementation and strategy partners that support the customer
• Act as the voice of the customer internally by translating customer feedback into actionable insights for Product, Engineering, and Leadership teams.
• Champion customer success stories, executive references, case studies, and advocacy programs.
• Facilitate strategic discussions that position the company as a long-term partner in customers’ revenue growth and pricing transformation initiatives.

Operational Excellence & Portfolio Leadership

• Manage a portfolio of strategic accounts with a focus on customer health, business outcomes, retention, and expansion performance.
• Utilize customer success platforms, CRM systems, and business intelligence tools to drive data-informed decisions.
• Monitor key success metrics including ARR retention, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer health, adoption, and executive engagement.
• Mentor Customer Success Managers and contribute to the development of best practices, playbooks, and customer success methodologies.
• Partner cross-functionally with Product, Professional Services, Support, Marketing, and Sales to ensure a unified customer experience.

What Should You Have to Succeed?

• Bachelor’s degree in Business, Communications, Marketing, Technology or other related field preferred
• Minimum 10 years of experience in Customer Success, Account Management, Strategic Consulting, Enterprise SaaS, or a related customer-facing role.
• Proven experience managing strategic or enterprise accounts with significant ARR responsibility.
• Demonstrated success driving customer retention, expansion, and executive-level engagement.
• Strong business acumen with the ability to align technology solutions to customer business objectives.
• Experience conducting Executive Business Reviews (EBRs) and presenting to C-level stakeholders.
• Strong analytical skills with the ability to interpret customer data, business performance metrics, and success indicators.
• Experience with Microsoft Office Suite, CRM platforms such as Salesforce, HubSpot, and Groove and AI LLMs
• Exceptional communication, relationship management, and strategic planning skills.

Success Metrics

• Customer onboarding completion and time-to-value < 6 months
• Customer retention and renewal rates of > 98% Gross Revenue Retention
• Expansion revenue opportunities identified and closed to achieve>110% Net Revenue Retention
• Customer satisfaction (CSAT) and Net Promoter Score (NPS) > 45
• Customer advocacy and reference participation >90%
• Product adoption and engagement rates

Location

• Remote Opportunity: in a metropolitan city with access to a major airport

Other job specifics…

• Full-time employment
• Ability to travel domestically and internationally up to 30%

What will you love about us?

Our people appreciate the warm and friendly atmosphere, as well as the flexibility and growth opportunities we provide. Check out our Glassdoor & Atmoskop scores and reviews.

We will support your home office setup with a monthly IT allowance. We prioritize work-life balance and, in addition to vacation, we offer free (sick) days, your birthday, and CSR days off. Building a sense of community is important. Pricefx is also an environment where diversity, equity, and inclusion are supported and respected. This is why we are proud members of the Pride Business Forum and ensure fairness in the Gender Pay Gap.

We’re also proud to offer some amazing benefits.

• Bring your own device (BYOD) - Monthly $260 IT allowance (laptop, mobile, and internet)
• 401K contribution dollar-for-dollar up to 4%, and your contributions are vested immediately
• 20 vacation days, 3 free (sick days), 15 public holidays, and 1 additional day off during your birthday month
• Sabbatical program after 5 years of service
• Robust healthcare, dental, and vision coverage with ADP
• 16 weeks of 100% paid maternity leave with a new baby bonus
• Holiday and Referral bonuses

Compensation

The base salary range for this role is $140,000-$165,000 per year, with actual pay determined by experience, skills, and location. This role is also eligible for variable pay targeted at 35% of base salary, with actual payout to be determined in accordance with then-current variable pay policy(ies).

Pricefx is committed to ensuring competitive and equitable compensation practices, including with respect to pay transparency. We are an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

By applying, I confirm that I acknowledge and understand how Pricefx processes my personal data as per information in GDPR for Candidates.

#BI-REMOTE