Top Customer Success & Experience Jobs in Birmingham, AL

Manage referral flow by contacting families, coordinating care, and converting referring providers into ongoing partners. Track referrals, follow up, liaise with providers and the Family Care Team, and improve processes to boost referral conversion.

Serve as the technical advisor for enterprise customers: manage onboarding, drive adoption and expansion, run QBRs, maintain customer health, advocate internally, and resolve technical issues while improving documentation and processes.

Own and grow a quota-carrying book of Enterprise and Mid-Market customers, driving renewals, expansion ARR, and net revenue retention. Lead end-to-end renewal and expansion motions, forecast and negotiate contracts, identify upsell/cross-sell opportunities, build executive relationships, and partner with Sales, Customer Success, and Product to drive adoption and inform product strategy.

Serve as the technical layer for post-sale Customer Success: ensure clean handoffs from Implementation, enable Account Managers technically, lead post-go-live discovery and Tier 1 solutioning, triage escalations and coordinate with Support/Engineering, maintain platform fluency and best-practice assets, and surface recurring issues to Product and Implementation.

Own post-sale customer lifecycle: onboarding, adoption, training, value reviews, and renewals. Act as trusted advisor and voice of the customer, engage technical stakeholders (CTOs, VPs of Engineering, DevOps), drive issue resolution and feature requests, and manage portfolios from SMB to enterprise with a product- and infrastructure-focused approach.

Own the end-to-end customer lifecycle: lead onboarding/project management to achieve rapid Time-to-Value, drive adoption and executive relationships, run QBRs, identify upsell opportunities, monitor account health, deliver product demos, and coordinate cross-functional teams. Travel to customer sites as needed.

Lead and manage trainers to deliver consistent CX training across internal and BPO sites. Own delivery operations, coach and calibrate facilitators, analyze training metrics, partner with Instructional Design, manage vendor relationships, and conduct site audits to ensure readiness.

Manage enterprise customers to drive product adoption, retention, and expansion. Build Mutual Success Plans, lead QBRs, analyze customer data to surface insights, provide strategic sales engagement guidance, run trainings/webinars, and manage executive relationships. Partner internally to resolve issues, demonstrate ROI, and ensure renewals and customer satisfaction.

Lead the Customer Success team by driving onboarding, engagement, and retention strategies, while managing high-value accounts and collaborating with product and sales.

Lead a team of Customer Success Managers to own renewals ARR, NDR, and expansion goals. Drive strategic account planning, identify at-risk accounts, coach for quota attainment, partner cross-functionally to improve retention and product fit, and present renewal performance to executive leadership and the board. Champion analytics and AI adoption to predict risk and personalize engagement while representing the organization externally.