Top Customer Success & Experience Jobs in Charlotte, NC

Manages complex, high-impact customer escalations as the central coordination point across support, engineering, product, operations, sales, and leadership teams. Drives issue resolution, root-cause analysis, mitigation plans, executive communications, stakeholder alignment, and customer advocacy. Identifies systemic trends and process gaps, leads continuous improvement initiatives, conducts post-incident reviews, and mentors peers on escalation management and stakeholder engagement.

Own client relationships for an investment management software platform, serving as a trusted advisor to hedge funds and asset managers. Responsibilities include monitoring account health, guiding clients on investment processes and platform outputs, delivering onboarding and training, supporting renewals, resolving questions, gathering product feedback, and promoting adoption of Annie AI capabilities. The role requires strong analytical and communication skills, investment interest, Microsoft Excel proficiency, and occasional client travel.

Owns deployment, adoption, and value realization for 40–50 B2B SaaS accounts. Leads implementation planning, risk resolution, customer enablement, success planning, executive reviews, renewals, and expansion in partnership with sales. Advises customers on analytics data architecture, instrumentation, taxonomy, and AI workflows while driving measurable business outcomes. The role also develops repeatable playbooks, shares best practices, and channels customer feedback internally.

Leads account management for a limited portfolio of high-profile PBM clients, overseeing client satisfaction, retention, escalations, onboarding, and relationship development. Manages and mentors account managers and coordinators, partners cross-functionally, improves service processes, and develops procedures and job aids. Requires PBM, health plan, benefits consulting, or healthcare experience, strong communication, data-handling ability, and travel up to 25%.

Manages an established flexible benefits client portfolio, overseeing renewals, plan documentation, compliance, billing, claims, audits, and client satisfaction. Provides strategic plan recommendations, coordinates with internal teams and brokers, delivers client training, mentors staff, and supports retention and revenue goals. Requires benefits knowledge, account management, regulatory awareness, strong communication, organizational skills, and a Life, Health & Accident license or the ability to obtain one within 90 days.

The Customer Success Lead improves customer value realization, satisfaction, and retention by analyzing receivables data, reducing Days Sales Outstanding, and increasing Net Loyalty Scores. The role develops customer engagement strategies, maintains relationships across customer organizations, communicates insights to stakeholders, collaborates on continuous improvement, and recommends tools for operational and exception management.

Serves as the primary technical liaison between clients and Brady Corp’s Product Solutions and Services business. Translates client requirements into technical solutions, coordinates with engineering, sales, and service teams, provides ongoing technical support, manages expectations, conducts client reviews, resolves issues, and identifies solution enhancements to improve satisfaction, retention, and operational growth.

Manage and service a diverse book of commercial clients, handling renewals, policy changes, claims support, and collaborating with producers.

Build and maintain relationships with assigned mortgage and real estate clients, provide complex customer service, deliver training and product demonstrations, troubleshoot Zendesk and Valon issues, coordinate escalations and cross-functional meetings, develop client materials, report on account activities, and recommend process, product, and software improvements.

Lead strategic customer success for large financial institution clients using AI-driven fintech SaaS solutions. Manage onboarding, adoption, renewals, expansions, and client advocacy while serving as the primary executive contact. Collaborate with Product, Engineering, Data Science, Marketing, and Sales to align client needs with the product roadmap, improve engagement processes, and ensure delivery against project and contractual commitments. Occasional travel to client sites is required.