Senior Customer Success Executive (Remote - US only)

IllTip; United States; Remote; USD 160,000 - 230,000; Full time

Job summary

IllTip is seeking a senior executive advisor to own long-term relationships with C-suite stakeholders across strategic accounts, focusing on customer satisfaction, retention and expansion. The role blends consulting, program leadership and account strategy for large, complex transformations.

You will lead high-complexity programs, align delivery teams with governance standards, and develop value-driven narratives for adoption and roadmaps, with a strong emphasis on risk management and successful

Qualifications

• 10+ years in client-facing roles in account management, consulting or transformation leadership.
• PMI PMP certification is a plus.
• Hands-on experience with the enterprise platform used in this role; grounding in IT strategy/governance/delivery.
• Proven ability to diagnose project problems, develop solutions and lead teams.
• Experience using AI tools to improve workflows, analysis and decision-making.

Responsibilities

• Lead high-complexity transformation programs at major customers, aligning delivery teams with governance standards and customer goals.
• Build executive-ready narratives on value, adoption and roadmap with insights from account managers and customer success teams.
• Identify risks to satisfaction and revenue, and lead plans to prevent churn and resolve escalations.
• Work with sales teams on adoption, renewal and expansion plans, and identify professional services opportunities.
• Advise customers on program governance models and track contractual service-level commitments, taking action when missed.
• Standardize delivery methods across the team and mentor peers on transformation best practices.

Skills

Executive relationships

Program leadership

IT strategy

AI in workflows

Education

PMP certification

Tools

ITSM platform

Job description

This is a senior post-sale advisory role for a large enterprise software company that sells workflow and IT service management platforms. The executive advisor will own long-term relationships with C-suite stakeholders in a small set of strategically important accounts, focused on customer satisfaction, retention and expansion. The position combines consulting, program leadership and account strategy for the largest and most complex customer transformations.

Responsibilities

• Lead high-complexity transformation programs at major customers, aligning delivery teams with governance standards, customer goals and internal priorities.
• Build executive-ready narratives on value, adoption and roadmap using insights shared with account managers and customer success teams.
• Identify risks to customer satisfaction and revenue, and lead the plans to prevent churn and resolve escalations.
• Work with sales teams on adoption, renewal and expansion plans, and identify professional services opportunities.
• Advise customers on program governance models and track contractual service-level commitments, taking action when they are missed.
• Standardize delivery methods across the team and mentor peers on transformation best practices.

Requirements

• 10+ years in client-facing roles in account management, consulting or transformation leadership, with a record of influencing senior executives.
• Required project management experience; PMP certification is a plus.
• Hands-on experience with the enterprise platform used in this role, and a strong grounding in IT strategy, IT operations, IT governance, or IT service delivery.
• Proven ability to diagnose project problems, develop solutions, manage client expectations and lead teams.
• Practical experience using AI tools to improve workflows, analysis and decision-making, and the ability to explain responsible AI adoption to peers and stakeholders.
• Must be located in the United States.

Applicants must be based in: United States.