Top Customer Success & Experience Jobs in Birmingham, AL

The Payroll Customer Success Manager serves as the main contact for customers, supporting onboarding, ensuring payroll accuracy, resolving issues, and building trust through proactive communication.

Serve as the day-to-day contact for independent professionals, managing onboarding, weekly check-ins, communications, applications, screening calls, documentation, and feedback flow between the community and internal account teams. Maintain accurate profiles, share updates and newsletters, and independently drive organization and follow-through while working primarily through calls.

Lead onboarding, adoption, and support for courier customers; troubleshoot workflows; analyze customer data for churn risks; surface product feedback; identify expansion opportunities; build scalable CS processes and documentation while collaborating with product, sales, and engineering.

Leads a team of Renewal Managers responsible for customer retention, renewal revenue, forecasting, negotiations, and churn-risk management. Coaches team members, oversees complex escalations, ensures accurate Salesforce records and renewal documentation, and partners with Customer Success, Account Management, Finance, Legal, Deal Desk, and Operations. The role also improves renewal workflows, playbooks, reporting, and contract-term strategies while maintaining commercial discipline and customer relationships.

Own technical success for a portfolio of enterprise SaaS customers by analyzing data, identifying optimization opportunities, configuring platforms and integrations, troubleshooting issues, and translating technical findings into business recommendations. The role partners with Product, Engineering, Customer Success, and Implementations to improve adoption, processes, documentation, and measurable customer outcomes while leveraging AI tools and analytics.

Manage strategic relationships with mid-market SaaS customers, helping them maximize platform value, adoption, retention, and ROI. Responsibilities include leading renewals, identifying expansion opportunities, conducting business reviews, delivering training, monitoring customer health, developing executive relationships, documenting success plans, and advocating for customer needs internally. The role requires collaboration with Sales, Product, Professional Services, and Support teams, along with up to 25% travel.

Provides advanced technical support for enterprise customers using Chainguard Images. Responsibilities include triaging complex issues, investigating container and cloud environments, coordinating engineering escalations, meeting SLAs, communicating with technical and nontechnical stakeholders, documenting solutions, contributing to knowledge bases, prioritizing support queues, and participating in after-hours on-call rotations.

Provides senior technical support for enterprise infrastructure customers, diagnosing hardware, networking, storage, cloud, and distributed-system issues. Serves as the liaison between customers, account teams, partners, and Engineering; monitors systems, manages support cases, documents solutions, improves product supportability, and contributes to customer-facing knowledge resources. Requires on-call availability, flexible work hours, and potential regional or international travel.

Resolve high-volume customer tickets involving account access, billing, and subscription plans. Follow macros, playbooks, and AI-assisted support suggestions to provide accurate responses. Identify issues requiring product judgment or creative-tool troubleshooting and route them to appropriate support tiers. Flag recurring questions for potential macro creation while maintaining speed and accuracy in repetitive, process-driven work.

Own customer onboarding, implementation coordination, training support, ongoing relationship management, and monthly check-ins for churches using Nurture. Translate between customers and engineering, document scalable playbooks, improve support workflows, and identify automation opportunities. The role will progressively manage an assigned book of approximately 50 churches while partnering with the Head of Customer Experience and traveling periodically for in-person training and customer engagements.