Customer Success Executive

Who We Are

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.

QGenda is headquartered in Atlanta.

To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn .

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

Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

What’s In It For You

We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes:

Fully company-paid options for medical (both in-person and virtual), dental and vision insurance

Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance

Paid parental leave for birth, adoption or permanent placement

401(k) with company match

Annual Costco membership, cell phone