Customer Success Executive

Role purpose:

Own the full customer lifecycle post-sale, onboarding through renewal — as the primary relationship owner for a portfolio of accounts.

Onboarding

• Own the journey from Sales handover to go-live, coordinating Product, Tech, and Sales
• Build a tailored Customer Success Plan per account
• Run kickoffs, configure the backend, deliver training
• Track Time to Value; flag risks (unresponsive stakeholders, scope creep, delays) early

Support & Issue Management

• First point of contact for customer queries/issues (email, chat, call)
• Triage, log Jira tickets, coordinate fixes with Product/Engineering
• Validate fixes in production before confirming resolution — no false closures
• Meet SLAs: 24-hr response (CS-handled), 48-hr updates (Jira-escalated)
• Surface recurring issues to Product as structured feedback

Adoption & Engagement

• Monitor usage via Pendo (logins, feature adoption, active users)
• Engage based on usage signals, not a fixed cadence
• Run risk playbooks on warning signs (low usage, declining activity, silent customers, low NPS, stakeholder changes)
• Support feature rollouts with training materials and enablement sessions

Account Management

• Primary relationship owner across operational users, champions, and senior stakeholders
• Run QBRs focused on value delivered and forward outcomes
• Track each customer's goals, success criteria, commercial context
• Spot upsell/cross-sell opportunities and flag to Sales with context
• Support Sales on renewals/expansion
• Flag renewal risks 90-120 days before contract end

Health & Risk Management

• Maintain monthly health scores across 5 dimensions: Adoption & Usage, Value Realization, Relationship Strength, Support Experience, Commercial Outlook
• Classify accounts Green/Amber/Red and act accordingly
• Log all risks and actions in HubSpot ("if it's not logged, it didn't happen")
• Own formal recovery plans for Red accounts (timelines, owners, milestones)

Internal Collaboration

• Relay voice-of-customer insights to Product
• Partner with Engineering on escalations and custom features
• Align weekly with Sales on health, churn, renewals, expansion
• Log all interactions and next steps in HubSpot after every engagement