Client Success Executive

Role Overview

• Work closely with clients to understand their business objectives and ensure the company’s product or service delivers measurable value aligned with their goals.
• Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels.
• Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs.
• Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue.
• Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value.
• Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth.
• Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts.
• Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth.
• Regularly report progress and outcomes to both clients and internal stakeholders.
• Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary.
• Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey.
• Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.

Requirements

• Bachelor's degree in business or equivalent experience.
• 5
• 7+ years' related industry experience in consulting, sales, or other applicable area.
• Proven experience in client success, account management, or customer experience, with a focus on driving client outcomes and revenue growth.
• Strong relationship-building and communication skills, capable of working with a variety of client stakeholders, including executives.
• Experience in managing complex client accounts and coordinating across multiple departments.
• A results-driven mindset, with a focus on client retention, growth, and overall satisfaction.
• Proficiency with CRM systems and client success platforms.
• Analytical thinking and problem-solving skills to proactively address client challenges.

Benefits

• Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
• 401(k) plan with up to 4% employer match and full vesting on day one.
• Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
• Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
• Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
• A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!