Customer Success Executive

Role purpose:

Own the full customer lifecycle post-sale, onboarding through renewal — as the primary relationship owner for a portfolio of accounts.

Onboarding

Own the journey from Sales handover to go-live, coordinating Product, Tech, and Sales
Build a tailored Customer Success Plan per account
Run kickoffs, configure the backend, deliver training
Track Time to Value; flag risks (unresponsive stakeholders, scope creep, delays) early

Support & Issue Management

Adoption & Engagement

Monitor usage via Pendo (logins, feature adoption, active users)
Engage based on usage signals, not a fixed cadence
Run risk playbooks on warning signs (low usage, declining activity, silent customers, low NPS, stakeholder changes)
Support feature rollouts with training materials and enablement sessions

Account Management

Primary relationship owner across operational users, champions, and senior stakeholders
Run QBRs focused on value delivered and forward outcomes
Track each customer's goals, success criteria, commercial context
Spot upsell/cross-sell opportunities and flag to Sales with context
Support Sales on renewals/expansion
Flag renewal risks 90-120 days before contract end

Health & Risk Management

Maintain monthly health scores across 5 dimensions: Adoption & Usage, Value Realization, Relationship Strength, Support Experience, Commercial Outlook
Classify accounts Green/Amber/Red and act accordingly
Log all risks and actions in HubSpot ("if it's not logged, it didn't happen")
Own formal recovery plans for Red accounts (timelines, owners, milestones)

Internal Collaboration

See also