Top Customer Success & Experience Jobs in Birmingham, AL

Lead and mentor a technical support team responsible for customer escalations, SLA and CSAT targets, process improvement, case review and metrics, and on-call/standby duties. Advocate for customers and engineers, build product technical knowledge, and drive knowledge sharing and operational excellence.

Manage post-onboarding customer relationships to drive product adoption, deliver measurable value, and act as a trusted advisor. Support renewals and expansion, conduct training and business reviews, create impact stories, and collaborate cross-functionally to resolve customer needs. Manage a portfolio of ~30 clients and travel occasionally.

Owns service relationship and strategy for an assigned book of benefits clients to drive satisfaction and retention. Supports annual account plans, leads open enrollment presentations, partners with consulting, sales, data, and product teams, monitors industry/regulatory changes, and identifies operational or business development opportunities while maintaining strong customer and partner relationships.

Lead and mentor a small CSM team while carrying a portfolio of complex, high-value accounts. Develop playbooks, run EBRs, drive renewals and expansion, act as escalation resource, partner with VP on strategy and operations, and improve CS processes, tooling, and cross-functional handoffs.

Lead and coach a team of Partner Relationship Managers to ensure post-go-live partner success with TPAs and data partners. Oversee partner governance, EDI/ETL/API data integrations, escalation management, cross-functional collaboration, KPI-driven performance, and risk mitigation to drive partner adoption and operational excellence.

Lead a global customer training transformation: redesign curriculum, delivery, and commercial strategy; own training P&L; manage a distributed team; oversee Docebo and integrations; implement automation and data-driven reporting; partner cross-functionally to align training with product and sales goals.

Lead a portfolio of 50-75 mid-market Texas school districts to drive adoption, retention, renewals, and expansion. Manage onboarding, run multi-stakeholder discovery, execute churn mitigation playbooks, deliver training and scalable materials, and mentor junior CSMs while meeting revenue and churn KPIs.

Lead end-to-end implementations of EarnIn Payroll for payroll bureau clients: configure systems, manage data migration, train users, own project plans and communications, resolve issues with Product/Engineering, provide post-go-live support, and maintain detailed implementation documentation.

Owner of the renewal lifecycle focused on reducing preventable churn, improving retention systems, forecasting renewal pipeline, analyzing churn drivers, and driving revenue through increased client lifetime value. Works cross-functionally with coaching and success teams to convert at-risk clients and build scalable retention processes and reporting.

Join Customer Success to configure and QA Eleos products, support user acceptance testing, produce and maintain implementation documentation, analyze customer data for insights, and help improve internal processes and onboarding workflows.