Top Customer Success & Experience Jobs in Charlotte, NC

Manage onboarding, account management, and customer support for employer partners. Own client relationships, gather user feedback, build and iterate operational processes, and drive data-informed improvements to scale the business.

The Senior Solutions Consultant will drive complex deals, provide technical solutions, mentor peers, and build reusable assets while collaborating with sales and technical teams.

Manage a portfolio of customer accounts to drive onboarding, adoption, retention, and expansion. Serve as primary client contact, run business reviews, monitor adoption metrics, resolve issues with cross-functional teams, and deliver success plans, training, and reporting to improve satisfaction and renewals.

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%.

Leads the Client Experience department serving 320+ clients, managing directors and client-facing teams while owning retention, portfolio health, messaging standards, KPIs, and operational accountability. Maintains a portfolio of approximately five accounts, handles escalations, drives renewals and expansion, coaches leaders, improves client communication, and champions automation and AI adoption. Partners with SEO, content, paid media, creative, and business development leaders to improve delivery and client value.