About Your Role

The Customer Success Executive works within our Customer Experience (CX) organization and provides exceptional program management to QGenda’s highest-value customers by driving adoption of QGenda product features and functionality to deliver measurable business outcomes, increase customer stickiness, and reduce churn risk.

By partnering closely with super users and executive sponsors, the Customer Success Executive ensures the QGenda platform is meeting enterprise needs while expanding realized value across the organization. The CSX is responsible not only for driving adoption, but also for helping customers define success metrics, track progress, and understand the operational and financial value achieved through QGenda.

Customer Success Executives leverage best practices, customer insights, and deep QGenda product knowledge when leading post go-live initiatives. They develop trusted advisor relationships with key stakeholders, clearly articulate outcomes and ROI to executive audiences, and open the door for system-wide growth opportunities grounded in demonstrated customer value.

How You’ll Make an Impact

As a critical member of the Customer Success team, you will strategically guide enterprise customers through their QGenda journey, utilizing personal touch, technical expertise, and outcome-oriented engagement to increase adoption, drive expansion, demonstrate realized value, and ensure long-term customer retention.

Core Responsibilities:

• Own success, renewal, and long-term value realization across an assigned portfolio of enterprise customers, maintaining continuous visibility into account health, risks, and growth opportunities
• Partner with customers to define success metrics and baseline outcomes, track progress over time, and connect QGenda usage to measurable operational, financial, or workforce impact
• Drive adoption and optimization of the QGenda platform in service of customer-defined outcomes, not just feature utilization
• Proactively identify emerging risks early and serve as the primary point of escalation for assigned accounts, exercising independent judgment to align internal teams and resolve complex issues
• Lead the development and execution of recovery or “get well” plans when accounts are at risk, remaining accountable through resolution
• Build and maintain trusted relationships with customer executive and operational leaders, earning credibility through preparation, insight, and clear points of view
• Lead Executive Business Reviews and other strategic engagements, presenting a data-backed narrative on realized value, risks, and recommended next actions aligned to customer priorities
• Support expansion and renewal conversations through demonstrated outcomes and executive-level value articulation
• Establish and maintain structured engagement and governance cadences that ensure predictable execution, clear communication, and alignment across stakeholders
• Ensure compliance with Customer Success operating standards, including accurate Account Success Plans, health indicators, success metrics, and reporting within the Customer Success Platform (Planhat)
• Prepare for and actively participate in internal Key Account Reviews, clearly communicating account health, value realization, risks, and recommended actions to leadership
• Collaborate cross-functionally with Product, Support, Sales, and other teams to advocate for customer needs and drive aligned execution

Key Duties:

• Independently and confidently manages a portfolio of highly complex accounts, including large-scale, multiple-product deploys with unique or technically complicated business cases and/or ARR of $1M+ per customer
• Manages multiple key stakeholders, including internal, external, and executive leadership, for influence across all levels of an organization
• Acts as a QGenda platform master who can be brought into any situation to provide technical/functional expertise both internally and externally
• Holds a detailed understanding of the business case, technical capabilities, and market strategy for each product in QGenda's product suite
• Independently and confidently manages high-level customer escalations; identifies risk and drives mitigation strategies and get-well plans across QG leadership and teams
• Confidently resolves communication breakdowns with the ability to bridge the differences between stakeholders quickly
• Develops new ways of communicating technical information to various audiences; Creates repeatable SOPs, best practices, processes, templates, and systems for others to use
• Develops newer CSX employees by supporting employee growth and providing feedback to both them and to their managers
• Fully understands IT landscape of healthcare enterprises and strategically leverages this knowledge to drive expansion and integration while mitigating risk
• Portfolio demonstrates consistent NRR growth year over year
• Executes Key Account Reviews on-time and with minimal support; drives strategy and execution for Executive Business Reviews without significant support
• Leverages thorough knowledge of the the Customer Success Platform (Planhat) to implement new processes, metrics, and KPIs for CSX accounts

Who You Are

• Strong executive presence with the ability to lead complex customer conversations and influence outcomes at multiple organizational levels
• Ability to translate customer business goals into technical and workflow solutions that deliver measurable value
• Proven judgment in managing ambiguity, prioritizing effectively, and balancing strategic thinking with operational rigor
• Strong analytical and communication skills, with the ability to clearly articulate outcomes, risks, and ROI
• Deep curiosity and growing expertise in healthcare operations, workforce management, and the healthcare IT ecosystem

Experience You Bring

• Bachelor's Degree
• 2+ years of post-sales customer relationship management OR 2+ years of relevant healthcare industry experience
• Ability to travel for customer meetings, conferences, and other industry events

Not Required, but Nice to Have

• Experience with Customer Success Platforms (i.e. PlanHat)
• Experience/exposure to healthcare market and IT ecosystem