Required Skills & Experience
- 7–10+ years of experience in Customer Success, Account Management, Strategic Consulting, or a similar customer-facing role
- Proven experience owning executive-level relationships and working directly with C-suite stakeholders at enterprise organizations
- Demonstrated success managing multimillion-dollar ARR accounts and navigating complex customer organizations
- Experience creating strategic customer success plans tied to measurable business outcomes, value realization, and ROI
- Strong understanding of customer success best practices, including onboarding, adoption, customer health, renewals, and risk management
- Experience using a Customer Success Management platform
- Exceptional communication, executive presence, problem-solving, and relationship-building skills
Nice to Have Skills & Experience
- Industry experience within senior living, skilled nursing or healthcare organizations preferred
Job Description
A senior care technology client of Insight Global is seeking an Executive Customer Success Manager to manage and grow a small portfolio of one to three strategic, high-engagement customers. This individual will serve as the primary executive point of contact and trusted advisor, building strong relationships across the customer’s C-suite and senior leadership teams. The Executive Customer Success Manager will guide each customer’s long-term success strategy, drive product adoption, maintain customer satisfaction, and strengthen partnerships that support retention and growth. In this role, the Executive Customer Success Manager will partner with customers to create multi-year success plans tied to their business objectives, desired outcomes, and return on investment. This individual will lead Executive Business Reviews and Quarterly Business Reviews with senior stakeholders, monitor customer health metrics, identify and address risks, and use customer data to forecast renewals and provide strategic recommendations. They will also establish shared success metrics and regularly communicate progress at the executive level.
This position requires extensive cross-functional partnership with Product, Marketing, Services, Support, and other teams throughout the customer journey. The Executive Customer Success Manager will represent the voice of strategic customers internally, help influence product and go-to-market strategies, and support the development of solutions for complex enterprise needs. Additional responsibilities include managing escalations with urgency and diplomacy, coordinating internal leadership when needed, and mentoring other Customer Success team members on executive engagement and strategic account management best practices.
We are looking for a proactive, solutions-oriented professional who is comfortable operating in a fast-paced environment and communicating complex ideas clearly to both internal and external stakeholders. The ideal candidate brings strong executive presence, excellent organizational skills, and the ability to independently manage high-value customer relationships while consistently delivering an exceptional customer experience. This is a fully remote full-time, direct-hire position offering a base salary of $140,000 plus a 15% bonus. If interested, please apply!