Customer Success Executive

Job Description The Customer Success Executive partners with senior customer leaders to drive adoption, retention, and growth across a portfolio of enterprise accounts, working as a strategic advisor to some of most important software customers. Works independently, with minimal guidance to service a portfolio of UL Solutions' most strategic, highest-ARR Job Description The Customer Success Executive partners with senior customer leaders to drive adoption, retention, and growth across a portfolio of enterprise accounts, working as a strategic advisor to some of most important software customers.

Works independently, with minimal guidance to service a portfolio of UL Solutions' most strategic, highest-ARR software accounts as an executive-level customer advisor. Operates as a peer to senior customer leaders — building customer-specific ROI models, leading C-suite engagements, and driving net revenue retention through adoption, renewal, and expansion strategy. Sets the standard for strategic Customer Success delivery across the organization.

Responsibilities

• Services a portfolio of 10–30 strategic accounts in the $150K–$1M+ ARR range, with full accountability for adoption, renewal, and expansion outcomes
• Builds and maintains customer-specific ROI models using the customer's actual operational and financial data; defends those models in executive forums
• Develops three-year customer success roadmaps tied to each customer's stated business transformation agenda
• Runs quarterly value reviews that quantify hard and soft value using the customer's own metrics as the benchmark — not product status updates
• Produces executive-ready value summaries that customers use internally to justify and expand their investment with UL Solutions
• Maintains VP-and-above relationships with a minimum of two executive contacts per account; cultivates at least one C-suite contact where possible
• Contributes to or Leads Periodic Business Reviews (PBRs) as strategic alignment sessions with customer executives, supported by Sales, Product, Customer Success, and other functions as needed
• Brings market intelligence, competitive benchmarks, and industry insight to customer executive conversations
• Coaches customer champions on building internal business cases for expanded investment and broader UL Solutions adoption
• Contributes to a proactive 12–24 month expansion roadmap for every account, in collaboration with Sales
• Drives net revenue retention consistently at or above 110% across the managed portfolio
• Converts satisfied customers into reference accounts, advisory board members, and case study participants
• Synthesizes usage data, NPS, support history, and customer business performance into a coherent, data-driven account strategy
• Read and follow the Underwriters Laboratories Code of Conduct, and follow all physical and digital security practices

• Bachelor's degree in business, finance, or related field
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software (Salesforce)
• 7+ years in Customer Success, with 3+ years managing enterprise or strategic accounts ($150K+ ARR)
• Demonstrated ability to build and defend financial ROI models with executive audiences
• Track record of net revenue retention at or above 110% across a managed strategic portfolio
• Proven executive engagement experience: comfortable leading conversations with CSOs, CQOs, COOs, and equivalent senior leaders
• Strong analytical skills — ability to translate data into strategic narrative and executive-grade communication
• Experience in B2B SaaS; familiarity with enterprise procurement and renewal cycles
• Strong mastery of corporate financial concepts; familiarity with Customer Success platforms (Plan Hat, Gainsight, or equivalent) preferred