Top Customer Success & Experience Jobs in Birmingham, AL

Manages the health, retention, and growth of a healthcare client portfolio. Builds executive relationships, leads client communications, develops recovery and retention strategies, and owns NPS activities. Identifies and closes expansion opportunities, negotiates renewals and pricing, supports billing and collections, audits accounts, and maintains CRM records. Requires collaboration across product, support, enrollment, professional services, finance, and leadership. The role is remote with approximately 20–30% travel.

Lead Helium 10’s customer experience organization, overseeing Customer Success, Support, Managed Services, and Sales. Develop scalable human- and AI-powered strategies that improve adoption, retention, renewals, expansion, and revenue. Build customer health programs, optimize lifecycle processes, advocate for customer needs, partner cross-functionally on product strategy, and develop high-performing teams across a B2B SaaS environment.

Lead Helium 10’s customer experience organization and strategy across Customer Success, Support, Managed Services, and Sales. Drive product adoption, retention, renewals, expansion, and customer health through scalable human-led and AI-enabled programs. Build teams, processes, playbooks, and technology systems while partnering with Product and Marketing to improve the end-to-end customer journey. Serve as the voice of the customer, shape company strategy, and develop a high-performing leadership culture.

Own enterprise customer relationships from onboarding through long-term success, driving adoption, measurable ROI, operational improvements, and account expansion. Partner with senior stakeholders, Sales, Product, and Engineering to solve complex manufacturing challenges, translate customer needs into product improvements, and develop scalable Customer Operations systems. Use AI tools and customer data to analyze outcomes, prepare communications, and identify growth opportunities.

Own end-to-end success for assigned SaaS clients, leading onboarding, configuration, training, adoption, retention, renewals, expansion, and strategic relationship management. Monitor account health, document client activity, identify product opportunities, support success metrics and playbooks, and provide feedback to Product and Marketing. This fully remote role requires regular domestic travel for client onboardings, launches, trainings, meetings, and events.

Owns post-onboarding relationships for 200–250 Growth-tier SaaS accounts. Responsibilities include monitoring account health, improving retention and renewals, validating data quality, managing escalations, coordinating with Sales, Finance, Product, and Engineering, maintaining customer records, and developing scalable digital customer success playbooks, health scoring, automated outreach, and self-service content.

Lead and develop a team of Customer Success Managers while building scalable customer success operations, processes, playbooks, metrics, and workflows. Drive customer satisfaction, adoption, retention, executive engagement, escalations, and expansion opportunities. Partner cross-functionally with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial to improve customer outcomes and organizational effectiveness.

Manage relationships with primary care provider practices, drive adoption and retention of Counterpart Assistant, support onboarding and training, optimize clinical workflows, analyze provider performance data, and implement value-based care best practices. Collaborate with sales, product, and operations teams to improve the platform and provider outcomes. The role requires frequent in-person practice engagement in Birmingham-area counties and travel up to 75% of the time.

Manage a portfolio of automotive dealership clients from onboarding through ongoing success. Lead client calls, monitor marketing KPIs, interpret analytics, maintain CRM records, resolve performance issues, coordinate internal teams, and identify upsell and referral opportunities. Ensure timely communication, client satisfaction, retention, and adoption while contributing to process improvements.

Provide technical customer support to 20–40 software clients across the United States and Canada. Manage inquiries through phone, chat, and email; troubleshoot issues, create and resolve tickets, research solutions, document findings, and collaborate with developers, business analysts, and product teams. Train clients on software features and releases, communicate enhancement requests, and contribute to knowledge sharing and process improvements. This is a fully remote role with Pacific Time working hours.