Customer Success Executive

About the Role

As a Customer Success Executive, you'll own retention and growth for a portfolio of complex, high-value accounts. You'll independently initiate and own relationships across an organization — including most executive stakeholders — and lead value-based account strategy and execution, proactively aligning stakeholders on forward plans that drive measurable impact and expansion. Operating with high autonomy, you'll design solutions for complex use cases, translate customer needs into actionable product feedback, and solve ambiguous, cross-functional problems that span systems and workflows. You'll own value realization strategy aligned to customer financial and strategic priorities, lead retention strategy for complex accounts, and drive expansion through renewals — positioning Unite Us as a strategic partner.

What You'll Do:

Own Account Strategy, Relationships & Retention

• Own value-based account strategy and execution, proactively aligning stakeholders on forward plans and optimization opportunities that drive significant account impact and/or expansion.
• Own relationships across the customer's organization, including most executive stakeholders; independently initiate and deepen executive connections.
• Lead retention strategy for complex accounts, aligning executive stakeholders and driving mitigation of at-risk accounts.
• Own renewals and drive expansion aligned to customer outcomes; position Unite Us as a strategic partner to unlock growth.

Design Solutions & Drive Value Realization

• Design solutions for complex use cases, translating customer needs into actionable product feedback; influence stakeholders to commit to workflows and policies that drive sustained adoption.
• Own value realization strategy aligned to customer strategic and financial priorities.
• Synthesize platform and outcomes data into outcome-driven narratives; deliver QBRs/EBRs and executive readouts that connect investment to results.

Solve Cross-Functional Problems & Champion Voice of Customer

• Solve ambiguous, cross-functional problems impacting customer systems and workflows; drive aligned solutions across teams and stakeholders with minimal escalation.
• Drive alignment across multiple internal teams (Product, Community, Operations, Marketing, Support) to achieve account strategy and deliver on success plans without formal people management.
• Advocate for customer needs internally; drive action based on customer insights across teams along the customer journey.

Lead & Mentor

• Lead team initiatives and contribute to best practices and playbooks.
• Mentor junior team members and support onboarding.

You’re a great fit for this role if:

• 5-7 years of professional work experience suggested
• 5+ years of customer success, account management, or directly related work experience preferred
• Demonstrated experience in managing a book of business and complex, high-value accounts
• Experience creating and sustaining large, complex strategic partnerships
• Demonstrated success with renewals and retention opportunities

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. Candidates must live in Florida to be considered.
• This position may require 30% travel
• The target base pay range for this role is: $110,000-$140,000. This role is eligible for variable compensation. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• All team members will be required to pass a background check which includes criminal, employment, and education verification