Top Customer Success & Experience Jobs in Charlotte, NC

Lead a SaaS customer success team focused on retention, expansion, adoption, referrals, and customer satisfaction. Develop success strategies, health scores, NPS and at-risk programs, renewal forecasts, and corrective action plans. Mentor team members, manage escalations, improve onboarding and support processes, analyze customer data, ensure CRM governance, and collaborate with Sales, Account Management, and Professional Services to drive customer outcomes and growth.

Manage assigned Convene client accounts, build long-term customer relationships, understand client needs, provide product best-practice guidance, identify upselling and referral opportunities, participate in recurring business meetings, and maintain accurate CRM records of client interactions and opportunities.

Support health system and life sciences research partners using Helix’s clinico-genomic datasets, tools, and platforms. Serve as the primary data-support contact, lead onboarding and office hours, create user materials, coordinate internal technical support, gather feedback, and help refine solutions. Build clinical and genomic data-processing pipelines while collaborating with Engineering, Research, Bioinformatics, Product, Life Sciences, and Commercial teams.

Manage platform clients through embedded-payments integration, testing, deployment, and go-live. Advise clients on payment processing, margins, revenue growth, adoption, pricing, positioning, and go-to-market strategy. Analyze client data, identify improvement opportunities, monitor satisfaction and retention metrics, support portfolio migrations, and collaborate with sales, product, and engineering teams as a trusted advisor.

Serve as a trusted post-sales technical advisor to strategic enterprise customers. Drive Docker adoption, operational maturity, value realization, risk mitigation, and renewals while managing technical relationships. Partner with Solutions Engineering, Product, Engineering, Support, and Sales; provide guidance on containers, Kubernetes, CI/CD, infrastructure as code, and developer productivity. Maintain customer health documentation, lead reviews and enablement programs, develop scalable playbooks, represent customer feedback internally, and mentor other TAMs.

Serves as the primary technical advisor for strategic enterprise clients, managing escalations, technical account plans, business reviews, integrations, architecture guidance, and system optimization. Partners with Product and Engineering, creates technical documentation, mentors Technical Account Managers, identifies expansion opportunities, and uses AI tools to improve efficiency and anticipate customer needs.

Leads Blackbaud’s global renewals and retention strategy across a large multi-product customer base. The role transforms renewal operations, customer engagement, team structures, processes, and systems while owning gross retention, net revenue retention, renewal rates, churn reduction, expansion, and recurring revenue performance. Responsibilities include applying AI and data science, developing segmentation and predictive risk models, managing complex enterprise renewals, shaping packaging and pricing, leading organizational change, and aligning Product, Finance, Legal, Sales, and Customer Success.

Develop and execute growth strategies for an assigned portfolio of enterprise partnerships. Build executive-level relationships, drive product adoption, analyze performance data, deliver reporting, identify risks, and create actionable insights. Collaborate with marketing, sales, product, customer service, and engineering teams to improve partner performance, streamline processes, maintain product knowledge, and address challenges through consultative partnership management.

Supports assigned payment-industry partners through merchant onboarding, underwriting approvals, account activation, pricing, equipment, commissions, and operational inquiries. Acts as a liaison across underwriting, risk, technical support, finance, operations, and sales teams to resolve issues. Maintains partner relationships, monitors engagement, identifies activation challenges, supports growth initiatives, and communicates feedback to management. The role is remote and requires strong organization, communication, problem-solving, CRM, and payment operations skills.

Leads RevenueCat’s multi-lane Customer Growth function across CSM, Growth Advisory, Growth Advocacy, and Customer Enablement. Owns segmentation, coverage strategy, customer adoption, strategic accounts, scalable education, advisory operations, cross-functional decision rights, customer insights, metrics, hiring, and organizational design. The role builds a unified operating system that improves customer outcomes, retention, expansion quality, product adoption, and customer revenue while developing leadership across the function.