Top Customer Success & Experience Jobs in Charlotte, NC

Manage a portfolio of California large-group employer clients (100–2,000 lives), lead renewals, open enrollment, compliance, vendor deployment, and member education. Design benefit strategies, create presentations and financial reporting, strengthen client relationships, and collaborate with internal teams to improve service delivery.

Own onboarding, adoption, renewals, and expansion for enterprise and government accounts using a software supply chain security platform. Build stakeholder relationships, configure integrations and security workflows, monitor account health, troubleshoot databases, APIs, JSON, and BOM data, and relay customer feedback to Product and Engineering. Partner with Sales on account strategy, create customer-facing success materials, and use scripting and AI tools to support reporting and issue resolution. Periodic customer travel is required, particularly to the Washington, D.C. area.

Supports academic and government customers across pre- and post-sales activities for Clarivate’s research analytics solutions. Builds trusted relationships, demonstrates solution value, supports renewals, conducts onboarding and refresher sessions, presents at events, coordinates webinars, and partners with Sales, Product, Marketing, and Customer Success teams to drive adoption, retention, growth, and customer outcomes.

Manages strategic client relationships and coordinates integrated marketing program delivery. Responsibilities include client retention, issue resolution, recommendations, business reviews, reporting, and collaboration with internal teams to overcome roadblocks. The role requires understanding client businesses, competitive markets, products, pricing, and market developments while responding to client needs. Travel is required as business demands.

Manage complex enterprise customer accounts as a trusted advisor in the e-learning space. Drive onboarding, engagement, retention, renewals, upsells, executive business reviews, and customer satisfaction. Build success plans, forecast renewal opportunities, mitigate account risk, and support Learning and Development initiatives. Collaborate with Sales, Support, and Curation teams while maintaining accurate customer and opportunity records in Salesforce.com and Gainsight.

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.

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.