Top Customer Success & Experience Jobs in Birmingham, AL

Leads client success strategies for managed engineering services, aligning delivery with client goals and growth plans. Builds executive relationships, directs escalations, improves retention and adoption, oversees delivery teams, and identifies expansion opportunities. Translates client needs into service plans involving cloud, data, AI, automation, and platform modernization. Develops leaders, manages planning and dependencies, and ensures compliance with professional standards and firm policies.

Leads client engagement across managed services and software innovation engagements. Advises clients on service adoption, issue resolution, and relationship management for cloud, data, and engineering solutions. Coordinates cross-functional delivery teams, translates client needs into workplans, manages escalations, identifies service improvements, and coaches team members. Uses AI fluency, analytics, systems thinking, and CRM tools to improve outcomes, retention, and growth.

Manage a portfolio of existing accounts to drive retention, renewals, upsells, and expansion. Monitor account health and usage, conduct business reviews, build account plans and forecasts, liaise with product/engineering/support, maintain CRM data, handle renewals and negotiations, and occasionally travel to customers or industry events.

Provides first-line technical product support to customers, guides troubleshooting, assesses and escalates incidents, follows issues through resolution, and recommends documentation improvements. The role requires strong customer service, collaborative problem-solving, and practical experience troubleshooting Windows and macOS systems, antivirus interactions, and system-management tools such as GPO, RMMs, and SCCM.

Owns the technical customer relationship for public cloud environments, advising on AWS, Azure, and GCP best practices. Conducts cloud architecture reviews, governance sessions, ticket reviews, and spend optimization discussions. Acts as a customer advocate, escalation point, and liaison with internal teams. Provides product guidance, billing support, technology education, and strategic recommendations while maintaining executive-level customer relationships.

Leads a customer engagement and technical account management team supporting managed-services customers. Oversees team performance, capacity, escalations, customer meetings, service-level outcomes, training, recruiting, workflows, and quality control. Partners across internal teams to improve customer satisfaction and resolve service tickets. Requires customer escalation expertise, public cloud knowledge, KPI-driven process improvement, and strong people leadership.

Manage SaaS renewal operations, including auto-renewals, forecasting, contract audits, renewal briefs, account research, and commercial preparation. Partner with customer success, sales, finance, and deal desk teams to improve retention and renewal execution. Gradually assume ownership of scaled and mid-market renewals, support enterprise strategies, and help build scalable renewal playbooks, tooling, and documentation. Use AI tools for research, proposals, forecasting, and customer outreach.

Manage enterprise customers after implementation by developing joint success plans, conducting executive business reviews, leading operational workshops, recommending workflow improvements, and driving value from Samsara’s IoT platform. Partner cross-functionally with Sales, Support, Sales Engineering, and Product, while mentoring Customer Success and Support teams. The role requires strong stakeholder communication, technical product knowledge, problem-solving, and up to 25% travel.

Leads a North America-based team of Customer Success Managers and Architects. Responsibilities include coaching and developing talent, managing staffing and hiring, strengthening executive customer relationships, supporting adoption and renewals, coordinating escalations, partnering cross-functionally, and improving customer success processes and tools.

Manage enterprise restaurant accounts from onboarding through long-term growth. Improve retention, educate clients using customized data-driven materials, identify expansion opportunities, mitigate churn risk, lead monthly business reviews, interpret account data, and collaborate with analytics, product, marketing, and operations teams to strengthen retailer relationships.

Manage a portfolio of clients as a strategic advisor, driving retention, renewals, expansion, platform adoption, and revenue growth. Develop data-driven email, SMS, lifecycle, and omnichannel marketing strategies; lead QBRs; coordinate cross-functional delivery; educate clients on platform capabilities; and oversee billing, budgeting, forecasting, and issue resolution.

Manage technical customer relationships for US Federal Government accounts, driving adoption, value realization, renewals, and risk mitigation. Lead business reviews, support FedRAMP-regulated environments, educate customers on security platform capabilities, and troubleshoot networking and authentication issues. The role requires expertise in Zscaler technologies, cloud security, enterprise infrastructure, and federal compliance, along with US citizenship and eligibility for DoD/DoW Secret or Top Secret clearance.