[Hiring] Customer Success Executive @Pricefx

Role Description

You will be in charge of …

• Strategic Onboarding & Value Realization
  • Lead the strategic onboarding and adoption journey for strategic customers, ensuring alignment between customer business objectives and subscribed capabilities within the implementation process.
  • Develop and execute customer success plans that define measurable outcomes, milestones, and value realization targets.
  • Partner with executive stakeholders to establish success criteria and long-term transformation goals.
  • Drive accelerated time-to-value through effective implementation governance and cross-functional collaboration.
• Customer Adoption & Business Outcomes
  • Serve as a trusted advisor to customer executives, pricing leaders, revenue management teams, and business stakeholders.
  • Conduct Executive Business Reviews (EBRs) and Top-to-Tops focused on ROI, business impact, and strategic initiatives.
  • Leverage customer health metrics, usage analytics, and business performance indicators to proactively drive adoption and customer maturity.
  • Identify opportunities to deepen product usage and expand solution value across business units.
• Retention & Revenue Protection
  • Own retention and renewal outcomes for a strategic portfolio representing significant annual recurring revenue.
  • Proactively assess renewal risk, develop mitigation strategies, and lead cross-functional efforts to address customer concerns.
  • Maintain accurate renewal forecasts and communicate portfolio health, risks, and opportunities to leadership.
  • Drive customer satisfaction and loyalty through consistent delivery of measurable business outcomes.
• Expansion & Revenue Growth
  • Identify, develop, and influence expansion opportunities across existing accounts, including upsell, cross-sell, and enterprise-wide adoption initiatives.
  • Collaborate closely with Expansion Sales and Success Leadership to build account growth strategies and expansion plans.
  • Develop multi-year account success roadmaps aligned to customer priorities and organizational goals.
  • Contribute directly to net revenue retention (NRR) targets through customer growth and advocacy initiatives.
• Executive Relationship Management & Customer Advocacy
  • Build and maintain trusted relationships with senior executives and key decision-makers within customer portfolio.
  • Build strong relationships with implementation and strategy partners that support the customer.
  • Act as the voice of the customer internally by translating customer feedback into actionable insights for Product, Engineering, and Leadership teams.
  • Champion customer success stories, executive references, case studies, and advocacy programs.
  • Facilitate strategic discussions that position the company as a long-term partner in customers' revenue growth and pricing transformation initiatives.
• Operational Excellence & Portfolio Leadership
  • Manage a portfolio of strategic accounts with a focus on customer health, business outcomes, retention, and expansion performance.
  • Utilize customer success platforms, CRM systems, and business intelligence tools to drive data-informed decisions.
  • Monitor key success metrics including ARR retention, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer health, adoption, and executive engagement.
  • Mentor Customer Success Managers and contribute to the development of best practices, playbooks, and customer success methodologies.
  • Partner cross-functionally with Product, Professional Services, Support, Marketing, and Sales to ensure a unified customer experience.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, Technology or other related field preferred.
• Minimum 10 years of experience in Customer Success, Account Management, Strategic Consulting, Enterprise SaaS, or a related customer-facing role.
• Proven experience managing strategic or enterprise accounts with significant ARR responsibility.
• Demonstrated success driving customer retention, expansion, and executive-level engagement.
• Strong business acumen with the ability to align technology solutions to customer business objectives.
• Experience conducting Executive Business Reviews (EBRs) and presenting to C-level stakeholders.
• Strong analytical skills with the ability to interpret customer data, business performance metrics, and success indicators.
• Experience with Microsoft Office Suite, CRM platforms such as Salesforce, HubSpot, and Groove and AI LLMs.
• Exceptional communication, relationship management, and strategic planning skills.

Requirements

• Customer onboarding completion and time-to-value < 6 months.
• Customer retention and renewal rates of > 98% Gross Revenue Retention.
• Expansion revenue opportunities identified and closed to achieve >110% Net Revenue Retention.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS) > 45.
• Customer advocacy and reference participation >90%.
• Product adoption and engagement rates.

Benefits

• Bring your own device (BYOD) - Monthly $260 IT allowance (laptop, mobile, and internet).
• 401K contribution dollar-for-dollar up to 4%, and your contributions are vested immediately.
• 20 vacation days, 3 free (sick days), 15 public holidays, and 1 additional day off during your birthday month.
• Sabbatical program after 5 years of service.
• Robust healthcare, dental, and vision coverage with ADP.
• 16 weeks of 100% paid maternity leave with a new baby bonus.
• Holiday and Referral bonuses.

Company Description

Pricefx is the global leader in enterprise pricing intelligence. We help the world’s largest companies find and recover hidden margin, govern pricing decisions at scale, and turn insight into action across every deal, product, and customer.

Our product vision is: Every Deal. Priced Right. Every Time.