Strategic Customer Success Executive

2 days ago


Burlington, Canada Adlib Software Full time

Who we are
Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years. Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify compliance, accelerate business processes and fuel data-driven analytics.

Our new Strategic Customer Success Executive is responsible for:
The Strategic Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Adlib’s Customer Success organization. As a leader for one of our key verticals: Life Science, Insurance or Oil/Gas/Energy, you will be accountable for ensuring the successful adoption, retention and value realization from Adlib’s solutions for all customers in your assigned portfolio. The successful leader will positively impact their customers and partners who have purchased Adlib solutions and will provide strategic insights to Adlib cross functional stakeholders (Sales, Product, Marketing, Professional Services etc.) that will help drive our business forward. Experience working with enterprise accounts in one of the verticals noted above is required for this role.

Our new Strategic Customer Success Executive will:

- Will build deep relationships with the customer’s senior leadership and the extended Adlib account team members in each of their assigned accounts.
- Post-sale, own the relationship with assigned clients including increasing product adoption, retention, and customer satisfaction.
- Set the overall success strategy and implement a strategic success plan for each customer in their portfolio.
- Deeply understand the customer business goals, environment, pain points and operational maturity. Ability to align client’s business pain points to Adlib solution options is inherent to your success.
- Build strong strategic executive relationships with customers, developing advocates and champions.
- Help the customer accelerate through the value lifecycle to realize their outcomes and drive successful renewals. Demonstrate expertise, leadership, and strategic guidance assisting customers through critical milestones.
- Collaborate with internal teams to execute customer success plans, proactively identify and forecast risk to minimize churn (drive the mitigation strategy), ensure strong customer engagement, and generate growth opportunities within portfolio
- Establish and conduct regular Executive checkpoints across each account, including Quarterly Success/Business Reviews.
- Establish, track, analyze, and report metrics aligned with Customer Success for customer satisfaction and retention.
- Partner with Account Executives to increase wallet share and build additional relationships within assigned accounts
- Establish a trusted/strategic advisor relationship with customers and drive continued value of our products and services.
- Be the voice of the customer internally, will move mountains to ensure customer’s needs are met (balanced with ensuring a win-win for customer and Adlib)
- Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors.
- Define, contribute and help evolve the Customer Success practice.
- Mentor and coach Customer Success Managers.

Our new Strategic Customer Success Executive has:

- Strategic, self-driven thinker who can develop/implement a strategy across the customer lifecycle and is skilled at driving continued process improvements
- Ability to work independently as well as leveraging full team and cross functional resources to ensure successful customer experience at each interaction
- Prior success with understanding quantitative customer metrics - health scores, NPS, ARR - to tailor interactions and drive actionable next steps to ensure customer adoption and renewal
- A customer-obsessed mindset with a strong grasp of relevant success stories, customer metrics, and best practices to drive superior outcomes
- Strong relationship builder with a focus on aligning and collaborating with key stakeholders to drive an integrated, consistent customer-centric approach
- 10+ years customer success experience in enterprise software or SaaS organization.
- Extensive experience in consulting and the implementation of enterprise software.
- Account management, relationship management, or management consulting experience focused on Enterprise customers
- Proven track record for driving the resolution of customer pain points and advocating on behalf of a customer.
- Knowledge or experience with software in the Intelligent Document Processing (IDP) space an asset.
- Must have experience working in one of Adlib’s verticals; Insurance, Life Sciences, Oil and Gas and understand the business.
- Exceptional communication skills including C-Level presentation, verbal and written are required.
- Ability to influence through



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