Job DescriptionThe 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.
Qualifications- 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 (PlanHat, Gainsight, or equivalent) preferred
What we offer:Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The target annual pay range for this position is
$148,500.00 - $182,250.00 which includes a base salary of $110,000. - $135,000. and 100% on target performance. Members of the sales function are eligible to participate in the UL Solutions Sales Incentive Plan. The annual target incentive for this position is
35% of the base salary, paid quarterly, and is contingent upon performance. Compensation is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors.
This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
The application deadline for this position is 2/17/27
#LI-JK3
#LI-Hybrid
