Customer Success Executive

About the Role

This role involves managing retention and growth for a portfolio of key customers. You will independently develop and implement data-informed account strategies, build senior relationships, handle complex renewals and upsells, and collaborate across departments to ensure impactful outcomes such as increased adoption, network expansion, and ROI. The position balances strategic planning, relationship management, and measurable business impact.

Key Responsibilities

• Create and execute multi-year account plans that align company capabilities with customer goals to drive net and gross revenue retention and reduce churn risk.
• Develop and manage relationships with executive and C-suite stakeholders across providers, payers, public sector, and community organizations.
• Lead negotiations for multi-year contract renewals and expansion opportunities, coordinating with Legal and Finance to finalize pricing and terms aligned with budget and procurement cycles.
• Analyze platform utilization and network data to produce ROI insights, delivering quarterly business reviews and executive reports that guide decision-making.
• Coordinate efforts with Product, Community, Operations, Marketing, and Support teams to overcome challenges, enhance adoption, and fulfill success plans without direct reports.
• Develop and implement best practices for workflows and enablement, run targeted adoption campaigns, and measure engagement to maximize network value.
• Maintain accurate pipelines and forecasts for renewals and expansions in CRM, communicating changes promptly based on procurement information.
• Conduct strategic business reviews that link outcomes to investments, refresh goals, and secure executive alignment for future initiatives.
• Gather customer feedback and market intelligence continuously, advocating for customer needs in product development and positioning strategies.
• Contribute to elevating customer success practices by mentoring peers, documenting best practices, and leading process and playbook improvements.

Candidate Profile

• 5-7 years managing complex enterprise accounts with involvement of multiple executive stakeholders and long-term planning.
• Minimum 5 years in customer success, account management, or related areas preferred.
• Ability to translate customer objectives into strategic plans and measurable impact stories for executives.
• Experience designing or supporting complex programs with measurable outcome frameworks.
• Capacity to act as a customer advocate internally, driving cross-functional alignment and business results.
• Preferably experienced with government, healthcare, or mission-driven organizations.

Company Mission

The organization strives to empower communities by connecting health and social service providers to streamline collaboration and improve whole-person health outcomes nationwide. Founded in 2013, it continues to expand services for those in need.

Working Conditions and Benefits

• This is a remote role restricted to candidates residing in Nebraska, with travel requirements up to 30%.
• Base salary range is $110,000 to $120,000 annually, supplemented by potential variable compensation depending on experience and location.
• Employment is contingent on successful background checks including criminal, employment, and education verification.
• Complete medical, dental, and vision insurance coverage extends to employees and eligible dependents, with access to unlimited virtual mental health and acute care visits.
• Wellness benefits include an Employee Assistance Program and wellness platform subscription.
• Flexible time off policies encompass volunteer and mental health days plus 14 paid company holidays.
• Paid parental leave includes adoptive parents.
• Employee Resource Groups, such as Military Veterans, facilitate peer connection.
• Tax-advantaged spending accounts (HSA, FSA) and commuter benefits are available.
• 401(k) plan with immediate vesting and employer matching, alongside financial wellness resources.
• Additional benefits include life and AD&D insurance with optional additional coverage, disability, accident, and pet insurance.
• Equipment necessary for home office work, such as computer and peripherals, will be supplied.
• The employer promotes diversity and inclusion, providing accommodations during the application process upon request.