Healthcare Customer Success Executive, Sr.

Archer; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

Archer, in collaboration with Infor, is seeking a Customer Success Executive to own the full lifecycle from onboarding maturity through renewal and expansion. This senior role requires strategic acumen, executive presence, and the ability to forecast renewal risk with confidence.

You will build multi-level relationships, lead executive business reviews, and translate customer outcomes into measurable business value for both Archer and Infor.

Qualifications

• Experience managing executive-level relationships and renewal conversations.
• Track record of expanding a book of business with measurable NRR.
• Strong CRM and CS platform experience (Gainsight, Salesforce).
• Knowledge of renewal structures, ROI/TCO analysis, and value-based pricing.
• Strategic account planning with joint success and account plans.

Responsibilities

• Forecast renewal outcomes for a multi-quarter book across accounts.
• Lead executive business reviews with sponsor-level engagement.
• Develop and maintain account and success plans aligned to strategic goals.
• Identify churn signals and mitigate risk to renewal.
• Collaborate with cross-functional teams to drive expansion opportunities.
• Map customer outcomes to product capabilities to build ROI-backed proposals.
• Coordinate with Infor and Archer leadership to ensure executive sponsorship.

Skills

Executive relationship management

Renewal forecasting

Strategic account planning

Healthcare SaaS domain

Data-driven decision making

Tools

Gainsight

Salesforce

Job description

Archer is collaborating with Infor to connect them with exceptional professionals for this role.

The Customer Success Executive (CSE) is a senior strategic role responsible for driving retention, expansion, and long-term partnership growth across a defined book of business. Building on the foundation of a Customer Success Manager, the CSE operates at an elevated level — engaging executive stakeholders, leading commercial renewal strategy, and translating customer outcomes into measurable business value for both the customer and Infor. The CSE serves as a trusted advisor and executive-level advocate, owning the full customer lifecycle from onboarding maturity through renewal and expansion. This role requires strong commercial acumen, executive presence, AI fluency, and the ability to forecast renewal risk with accuracy and confidence.

A Typical Day In The Life Includes

• Own and accurately forecast book of business renewal outcomes at least 8 quarters forward, account by account.
• Apply MEDDPICC methodology to assess account health, identify gaps, and build a reliable forecasting cadence.
• Build multi-level, multi-stakeholder relationships across each account — executive sponsors, champions, decision makers, and technical evaluators.
• Develop and maintain joint Account Plans and Success Plans with customers, aligned to their strategic objectives.
• Lead Executive Business Reviews (EBRs) with executive-level engagement from both Infor and the customer.
• Identify and de-risk churn signals early; own mitigation plans through to resolution.
• Identify, qualify, and submit Customer Success Qualified Leads (CSQLs) in Salesforce based on adoption gaps, upcoming lifecycle events, and strategic customer goals.
• Map customer business outcomes to Infor product capabilities and develop scoped, ROI-backed expansion proposals.

Basic Qualifications

• Prior experience in Customer Success, Account Management, or related enterprise Healthcare SaaS/software
• Demonstrated experience managing executive-level relationships and commercial renewal conversations
• Track record of retaining and growing a book of business with measurable NRR outcomes
• Experience with CRM and CS platforms (Gainsight, Salesforce) and comfort working in data-driven environments
• Experience in renewal structures, contract terms, ROI/TCO analysis, and value-based pricing.
• Strategic account planning — ability to build, maintain, and execute joint account and success plans

Preferred Qualifications

• Prior experience with Infor software products.
• Experience in a healthcare technology environment.