Top Customer Success & Experience Jobs in Charlotte, NC

Configure and customize SaaS products, coordinate customer and vendor implementation activities, support testing and user acceptance testing, troubleshoot routine issues, validate implementation data, track milestones, maintain documentation, and support billing coordination across multiple customer engagements.

Manage Starlink reseller orders from intake through fulfillment, coordinating provisioning, logistics, billing, and issue resolution. Serve as a day-to-day contact for reseller accounts, support onboarding and renewal readiness, monitor account health, and escalate risks. Collaborate with Sales, Supply Chain, Finance, Product, and Support teams; maintain CRM and order records; improve processes and documentation; and report on order volumes, fulfillment timelines, account activity, and reseller satisfaction.

Manage a complex customer portfolio, maintaining customer health, NPS, engagement, adoption, and growth KPIs. Build executive-level relationships, develop action plans, promote product best practices, identify risks, manage escalations, and support expansion opportunities. Collaborate cross-functionally with Account Management, Product, Professional Services, and Support. Mentor junior Customer Success Leads, serve as a subject matter expert, and contribute to team initiatives and task forces.

Build and launch Horizon3’s Customer Academy for the NodeZero cybersecurity platform. Design curriculum architectures, technical how-to content, hands-on learning, customer certifications, assessments, and learning paths. Partner with Product, Engineering, Customer Success, Sales Engineering, and technical SMEs to translate complex workflows into practical education. Track readiness, engagement, adoption, certification, and time-to-value metrics while maintaining content quality and alignment with product changes.

Manage day-to-day software support operations, including team leadership, escalations, SLA and KPI tracking, ticket administration, incident resolution, release support, customer communications, and continuous process improvement. Partner with Development, QA, Systems, and Operations to resolve defects and improve reliability. Maintain support procedures, knowledge bases, training materials, reporting, and team performance while ensuring customers receive timely, effective assistance.

Manage a $5M+ ARR portfolio of 20–25 enterprise accounts, developing success plans, driving adoption, retention, executive engagement, renewals, and expansion. Lead business reviews and workshops, identify churn risks, forecast retention, negotiate upsells, advise on Contentstack implementations, mentor CSMs, use AI and customer-success tools, and collaborate cross-functionally to improve customer outcomes and commercial growth.

Partner with enterprise customers to deploy conversational agents, optimize their performance, and drive revenue growth through cross-sell opportunities. Focus on integration and user experience.

Manages relationships with public sector and enterprise clients, conducts strategic business reviews, identifies account expansion opportunities, supports renewals and RFP responses, negotiates pricing and SLAs, creates quotes and statements of work in Salesforce, and resolves service or billing escalations to improve retention and satisfaction.

Own the success, retention, and growth of a portfolio of health plan clients. Manage senior relationships, lead business reviews, monitor performance, identify risks, resolve operational issues with cross-functional teams, analyze client data, and execute account expansion opportunities.

The Principal Consultant - Customer Enablement is responsible for leading implementations, consulting with enterprise clients, and enhancing product deployment while ensuring exceptional customer experience through training and collaboration with internal teams.