Enterprise Customer Success Executive

Jobtailor; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a Customer Success leader to drive outcomes for strategic accounts in a fast-paced enterprise setting. You will champion adoption, retention, and long-term value while aligning customer objectives with internal teams and resources.

You will act as a trusted advisor, manage risk, and ensure contract deliverables and ongoing education. The role requires travel up to 20% and strong cross-functional collaboration across CX teams.

Qualifications

• Bachelor's degree in Business Management or related field or equivalent work experience.
• 5+ years proven track record of Enterprise Account Relationship Management in presales or post sales.
• Excellent communication and presentation skills with C-Level and day-to-day operations stakeholders.
• Experience developing and executing Customer Success strategies for enterprise accounts.
• Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.
• Proven ability to lead cross-functional teams and drive accountability in matrixed organizations.
• Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
• Work largely during the customers' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required by the customer.
• Ability to travel 20% of the time, visiting customer sites and attending company meetings.
• Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.
• Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
• Experience supporting customer regulatory requirements including HIPPA, PCI, SOX, FISMA etc.
• Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc. (preferred)

Responsibilities

• Serve as Customer Success leader for assigned Strategic accounts
• Drive business outcomes, solution adoption, customer health, retention, and long-term value realization
• Act as trusted advisor and executive partner, aligning customer objectives with internal resources
• Proactively manage risk, drive accountability across cross-functional teams, and ensure measurable customer success
• Serve as primary point of contact, professional advocate, and relationship manager within CX
• Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement
• Manage customer satisfaction, retention, and referenceability for assigned accounts
• Build relationships across customer organizations, from frontline contact center management through executive leadership
• Understand customer business goals and drive return on investment with products and services
• Conduct regular discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
• Partner with Technical Support, Professional Services, Product Management, and other CX teams to resolve issues and requests within SLA and customer outcome expectations
• Facilitate triage and troubleshooting and apply in-depth knowledge of CX products and associated technologies
• Ensure communications, assignments, actions, and details are clear, timely, effective, and logged in the CRM system
• Communicate professionally during emotionally charged and escalated situations
• Coach and mentor peers and contribute to knowledge creation and improvement
• Prevent escalations, engage resources, and lead team goal achievement
• Act as backup for managers or other Technical Account Managers as needed

Skills

Customer Success Strategy

Enterprise Account Management

Cross-Functional Leadership

Executive Business Reviews

CX Product Knowledge

Education

Bachelor's degree in Business Management or related field

Tools

CRM System

Support Tools

Professional Services Platforms

Service Review Tools

Job description

Jobtailor is seeking a Customer Success leader to drive outcomes for strategic accounts in a fast-paced enterprise setting. You will champion adoption, retention, and long-term value while aligning customer objectives with internal teams and resources.

You will act as a trusted advisor, manage risk, and ensure contract deliverables and ongoing education. The role requires travel up to 20% and strong cross-functional collaboration across CX teams.