Top Customer Success & Experience Jobs in Charlotte, NC

Manage a portfolio of enterprise SaaS customers to drive retention, renewals, and expansion. Coordinate cross-functional teams, define success metrics, drive product adoption and enablement, surface voice-of-customer insights, manage escalations and commercial negotiations, and maintain CRM records to ensure scalable, high-touch account success.

Provides technical account management and support for strategic Twilio customers. Troubleshoots complex application, network, cloud, and API issues; collaborates with developers, architects, Product, and Engineering teams; files reproducible bug reports; analyzes customer trends; and recommends improvements to reduce downtime and enhance support processes. The role supports Eastern Time hours, manages dedicated accounts, and may require occasional travel and holiday coverage.

Provide timely technical support for Belfry’s payroll, accounting, and workforce management platform. Manage inbound tickets, troubleshoot issues within SLAs, train customers, maintain knowledge resources, escalate critical problems, identify trends, and communicate feedback to product and cross-functional teams. The role also supports process improvement, customer retention, advocacy, and expansion while handling complex customer situations with empathy and strong organization.

Provides post-sales technical expertise for complex SaaS integrations, including IAM, workplace integrations, and custom APIs. Leads customer discovery, consulting, configuration, implementation, and post-launch optimization. Partners with Product, Support, and Customer Success to resolve technical challenges, execute pre-sales solutions, document reusable approaches, and develop scalable services and enablement materials.

Leads Technical Success Architects and serves as a senior technical advisor across the customer lifecycle. Oversees pre-sales solution engineering, technical onboarding, implementation, adoption, optimization, renewals, and expansion support. Manages implementation partners, delivery quality, customer escalations, operational efficiency, and team development. Balances customer outcomes, commercial objectives, and scalable delivery while partnering with Sales, Customer Success, Product, and executive stakeholders.

Build and nurture enterprise customer relationships, educate users through webinars and workshops, increase product adoption, analyze usage data to identify risks and growth opportunities, and collaborate with Account Management and Product teams. The role also includes mentoring colleagues, synthesizing customer feedback, and helping shape product enhancements and roadmaps.

Own customer onboarding by prioritizing integration work, developing Python and SQL data pipelines, automating repetitive processes, and leading technical customer calls. Translate CRM and fundraising data into model-ready formats, manage onboarding risks, document processes, support CSMs, and train team members. The role serves as Dataro’s US technical customer representative while collaborating with engineering in Sydney.

Own post-sale success for enterprise customers using SAFE’s CTEM platform. Serve as a trusted cyber-risk advisor to CISOs, CIOs, risk, compliance, and security operations stakeholders; align success goals, drive value realization and retention metrics, support platform adoption, coordinate deployment issues, document best practices, and communicate customer feedback to Product Management.

Manage a portfolio of customers using Reunion PWA to ensure prevailing wage and apprenticeship compliance. Deliver audited reports, build scalable data collection processes, lead onboarding and training, represent customer needs to product and engineering, and drive adoption, retention, and growth through technical guidance and compliance expertise.

Own post-sale customer success for high-impact SaaS accounts, including onboarding, implementation, adoption, renewals, relationship management, issue resolution, QBRs, and customer advocacy. Partner cross-functionally with Sales, Product, Engineering, and Business Operations while developing scalable customer success playbooks, processes, tooling, and engagement strategies. The role requires strategic account management, technical fluency, executive communication, and comfort operating in an early-stage startup.