Customer Success Executive

About the role

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 the most important software customers. This role services UL Solutions' most strategic, highest-ARR software accounts as an executive-level customer advisor, operating as a peer to senior customer leaders to build customer-specific ROI models, lead C-suite engagements, and drive net revenue retention through adoption, renewal, and expansion strategy.

Responsibilities

• Service a portfolio of 10–30 strategic accounts in the $150K–$1M+ ARR range, with full accountability for adoption, renewal, and expansion outcomes
• Build and maintain customer-specific ROI models using the customer's actual operational and financial data; defend those models in executive forums
• Develop three-year customer success roadmaps tied to each customer's stated business transformation agenda
• Run quarterly value reviews that quantify hard and soft value using the customer's own metrics as the benchmark — not product status updates
• Produce executive-ready value summaries that customers use internally to justify and expand their investment with UL Solutions
• Maintain VP-and-above relationships with a minimum of two executive contacts per account; cultivate at least one C-suite contact where possible
• Contribute to or lead Periodic Business Reviews (PBRs) as strategic alignment sessions with customer executives, supported by Sales, Product, Customer Success, and other functions as needed
• Bring market intelligence, competitive benchmarks, and industry insight to customer executive conversations
• Coach customer champions on building internal business cases for expanded investment and broader UL Solutions adoption
• Contribute to a proactive 12–24 month expansion roadmap for every account, in collaboration with Sales
• Drive net revenue retention consistently at or above 110% across the managed portfolio
• Convert satisfied customers into reference accounts, advisory board members, and case study participants
• Synthesize 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 adhere to all physical and digital security practices

Requirements

• 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

About UL Solutions

UL Solutions has been pioneering change since 1894, leading the way in safety science. Our teams influence billions of products, services, software offerings, and more. We break things, burn things, and conduct rigorous tests—all in the name of safety science. This role is part of a mission to protect people, safeguard data, and create a more sustainable world. As a member of our safety science community, you’ll collaborate with global experts, bringing diverse perspectives to drive innovation and real change.

Benefits

• Target annual pay range: $148,500.00 - $182,250.00 (base salary: $110,000 - $135,000 + 100% on-target performance incentive)
• Eligibility for the UL Solutions Sales Incentive Plan with a 35% annual target incentive (paid quarterly, contingent on performance)
• Health benefits: medical, dental, and vision coverage
• Wellness benefits: mental and financial health support
• Retirement savings: 401K plan (commensurate with local standards)
• Paid time off: 15 days vacation, 12 days holiday (including floating holidays), and 72 hours sick time