Customer Experience - Executive Customer Success Manager

Aline

About The Position

Aline is the bridge between senior care and technology, built to strengthen connection where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart. Rooted in industry expertise and born from the merger of leading solutions, Aline serves as a unifying force across the senior care space. We help communities across the country streamline processes, enhance resident and family engagement, and stay aligned through every stage of care. That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike. As an Executive Customer Success Manager at Aline, you will play a pivotal role in managing and nurturing a portfolio of 1-3 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, customer training, and industry best practices to deliver exceptional results and drive customer value.

Requirements

7-10+ years in Customer Success, Account Management, or Strategic Consulting roles.
Proven experience owning executive-level relationships at enterprise customers.
Strong background in navigating complex organizations
Demonstrated success managing multimillion-dollar ARR accounts.
Executive presence: able to engage and influence CxO stakeholders with confidence.
Experience using a Customer Success Management Platform.
Comprehensive experience with Customer Success best practices.
Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
Ability to work in a fast-paced, dynamic environment.
Strong problem-solving skills, with a proactive and solutions-oriented mindset.

Responsibilities

Act as the trusted advisor and main executive point of contact for one to a few strategic customers.
Build deep, multi-threaded relationships across the customer’s C-suite and senior leadership.
Proactively guide the customer’s long-term success strategy, ensuring alignment with their business objectives.
Co-create multi-year success plans with the customer, tied directly to business outcomes and ROI.
Lead Executive Business Reviews (EBRs/QBRs) with C-level stakeholders.
Position Aline as a critical partner in the customer’s transformation or strategic initiatives.
Partner with cross functional teams across the customer journey to deliver exceptional customer experiences.
Monitor health metrics and proactively address risks.
Use data to forecast renewals and provide strategic insights both to the customer and internally.
Serve as the Voc for strategic customers internally, influencing product roadmap and go-to-market strategies.
Partner with Product, Marketing, and Services to co-develop solutions for complex enterprise needs.
Mentor and guide other CSMs, sharing best practices for executive engagement and strategic/enterprise account management.
Partner cross-functionally to deliver flawless execution across onboarding, adoption, support, and renewals.
Create joint success metrics with the customer and track/report progress at the executive level.
Handle escalations with urgency and diplomacy, mobilizing internal executives as needed.