Customer Success Executive

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.

The Customer Success Executive works within our Customer Experience (CX) organization and provides exceptional program management to QGenda’s highest-value customers by driving adoption of QGenda product features and functionality to deliver measurable business outcomes, increase customer stickiness, and reduce churn risk.

By partnering closely with super users and executive sponsors, the Customer Success Executive ensures the QGenda platform is meeting enterprise needs while expanding realized value across the organization. The CSX is responsible not only for driving adoption, but also for helping customers define success metrics, track progress, and understand the operational and financial value achieved through QGenda.

Customer Success Executives leverage best practices, customer insights, and deep QGenda product knowledge when leading post go-live initiatives. They develop trusted advisor relationships with key stakeholders, clearly articulate outcomes and ROI to executive audiences, and open the door for system-wide growth opportunities grounded in demonstrated customer value.

As a critical member of the Customer Success team, you will strategically guide enterprise customers through their QGenda journey, utilizing personal touch, technical expertise, and outcome-oriented engagement to increase adoption, drive expansion, demonstrate realized value, and ensure long-term customer retention.

Core Responsibilities
:

• Own success, renewal, and long-term value realization across an assigned portfolio of enterprise customers, maintaining continuous visibility into account health, risks, and growth opportunities
• Partner with customers to define success metrics and baseline outcomes, track progress over time, and connect QGenda usage to measurable operational, financial, or workforce impact
• Drive adoption and optimization of the QGenda platform in service of customer-defined outcomes, not just feature utilization
• Proactively identify emerging risks early and serve as the primary point of escalation for assigned accounts, exercising independent judgment to align internal teams and resolve complex issues
• Lead the development and execution of recovery or “get well” plans when accounts are at risk, remaining accountable through resolution
• Build and maintain trusted relationships with customer executive and operational leaders, earning credibility through preparation, insight, and clear points of view
• Lead Executive Business Reviews and other strategic engagements, presenting a data-backed narrative on realized value, risks, and recommended next actions aligned to customer priorities
• Support expansion and renewal conversations through demonstrated outcomes and executive-level value articulation
• Establish and maintain structured engagement and governance cadences that ensure predictable execution, clear communication, and alignment across stakeholders
• Ensure compliance with Customer Success operating standards,…