Customer Success Executive

Remote (United States)

About the Role

This Customer Success Executive role is designed for a seasoned technical customer success professional with deep experience supporting enterprise customers, leading complex customer conversations, and helping organizations gain measurable value from cloud, identity, and access management solutions.

The role focuses on customer onboarding, adoption, advocacy, technical risk management, strategic success planning, and long-term value realization across a portfolio of enterprise customers. This position requires strong communication skills, technical fluency, executive presence, and the ability to work closely with customer stakeholders, internal product teams, engineering teams, and business leaders.

Employment Type: Full Time

Compensation: $62.98 - $68.27 per hour

What You’ll Do

• Act as a primary point of contact for major customer incidents, including managing expectations, coordinating communication, and supporting the issue through resolution.
• Analyze customer data, including support cases, survey responses, renewal behaviors, adoption patterns, and utilization trends, to identify technical risks and customer needs.
• Serve as the internal voice of the customer by advocating for customer needs, priorities, blockers, and business objectives.
• Monitor customer adoption and platform utilization trends, then provide recommendations based on risk, usage patterns, and customer goals.
• Provide proactive guidance on platform features and capabilities based on each customer’s interests, environment, and business objectives.
• Own responsibility for customer onboarding, adoption, and advocacy across a portfolio of customers.
• Develop and deliver customer success plans that identify technical stakeholders, milestones, success metrics, risks, and required next steps.
• Lead technically complex customer issues from start to finish while identifying opportunities for additional solutions or improved outcomes.
• Collaborate with cross-functional teams, including Product and Engineering, to help resolve customer needs, projects, technical issues, and escalations.
• Drive business value for customers by helping define desired business outcomes and focusing on value realization across the platform.
• Use multiple cloud, identity, and access management solutions to provide high-level technical advisement to enterprise customers.
• Discuss identity and access management best practices across on-premise, hybrid cloud, and complex infrastructure environments.
• Engage with technical stakeholders, business owners, and customer leaders at multiple levels of the organization.
• Communicate and influence effectively across all levels of an organization, including executive and C-level stakeholders.
• Occasionally travel to customer sites when needed.
• Provide some after-hours or weekend coverage when required for customer needs, incidents, or escalations.
• Remain willing to be a hands-on contributor when direct technical involvement or customer support is needed.

Qualifications

• 10+ years of related experience in Customer Success, Customer Experience, or a closely related customer-facing technical role.
• Experience consulting on and implementing IT systems, preferably involving cloud services, identity management, or related enterprise technology.
• Strong technical aptitude with the ability to understand customer use cases, technical environments, and architectural requirements.
• Proven ability to drive customer issues to resolution while advocating effectively on behalf of the customer.
• Experience working with enterprise-level customers and complex customer environments.
• Knowledge of the software development process and common design methodologies.
• Exceptional communication, presentation, and stakeholder management skills.
• Ability to analyze technical concepts and translate them into clear business terms.
• Ability to explain complex technical concepts to customers with varying levels of technical knowledge.
• Strong combination of technical expertise, customer leadership, and business judgment.
• Proactive and naturally curious approach to uncovering adoption blockers, utilization gaps, customer risks, and success opportunities.
• Experience using Salesforce, Gainsight, or equivalent CRM and customer success management systems.
• Solid technical understanding of cloud solutions.

Benefits and Perks

• Flexible and collaborative work environment.
• Company culture focused on empowering employees to do their best work.
• Employee Resource Groups that support belonging and inclusion.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives.
• Generous paid time off and holiday schedule.
• Parental leave.
• Progressive healthcare options.
• Retirement programs.
• Education reimbursement opportunities.
• Commuter offset for specific locations.