Customer Success Executive

UL, LLC; Vancouver (WA); Hybrid; USD 149,000 - 182,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement plan

Paid time off

Job summary

UL Solutions seeks a Customer Success Executive to partner with senior customer leaders, driving adoption, retention and growth across a portfolio of strategic software accounts. You will act as an executive advisor, build ROI models, and lead value-focused engagements with C-suite sponsors.

You will own 10–30 accounts valued at $150K–$1M+ ARR, crafting 3‑year roadmaps and quarterly reviews, while targeting net revenue retention above 110%. Hybrid work in the US is supported.

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).
• 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 with CSOs, CQOs, COOs, and other senior leaders.
• Familiarity with enterprise procurement and renewal cycles in B2B SaaS.
• Strong analytical skills and data-driven storytelling.

Responsibilities

• Service a portfolio of 10–30 strategic accounts in the $150K–$1M+ ARR range with adoption, renewal, and expansion accountability.
• Build customer-specific ROI models and defend them in executive forums.
• Develop three-year customer success roadmaps aligned to each customer's transformation agenda.
• Run quarterly value reviews using customer metrics to quantify value.
• Produce executive-ready value summaries to justify investment and expansion.
• Maintain VP-and-above relationships with multiple executive contacts per account.
• Lead periodic business reviews as strategic alignment sessions with customer executives.
• Contribute market intelligence and industry insight in executive conversations.

Skills

Executive engagement

ROI modeling

Strategic account management

B2B SaaS

CRM (Salesforce)

Cross-functional collaboration

Education

Bachelor's degree in business/finance

Tools

Salesforce

PlanHat

Gainsight

MS Office

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.

• 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

  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

  #LI-JK3

  #LI-Hybrid

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.