Top Customer Success & Experience Jobs in Columbus, OH

Leads and scales the implementation team, manages and mentors implementation specialists, optimizes deployment playbooks, oversees implementation risk and quality, handles executive escalations, and partners with Sales, Product, Engineering, and Client Success. Tracks implementation KPIs, resource utilization, backlogs, and CRM data integrity while driving faster customer time-to-value, retention, and account growth.

Build and maintain Customer Success and Implementation playbooks, SOPs, training programs, knowledge bases, presentation materials, and scalable workflows. Partner cross-functionally to communicate process and product changes, improve automation and efficiency, identify customer risks, and measure enablement effectiveness. Support implementation, launch readiness, customer health, escalations, business reviews, renewals, and expansion.

Provides advanced technical support for SaaS customers, investigating complex issues, troubleshooting integrations and APIs, managing escalations, and delivering consultative guidance. The role partners with Engineering and internal technical teams, supports Premium customers, mentors teammates, improves processes, creates help content, and manages multiple queues while meeting customer and team KPIs.

Own the full lifecycle of provider and client user engagement, including onboarding, training coordination, change enablement, proactive outreach, and relationship management. Serve as the primary provider contact, monitor portfolio performance, coordinate implementations, support prior authorization workflows, and recommend improvements that increase adoption, auto-approval rates, clinical quality, and compliance. Collaborate with internal teams, health plans, compliance, and legal while managing high-volume provider onboarding initiatives.

Leads a team of 6–9 Strategic Customer Success Managers serving complex enterprise accounts. Owns retention, renewals, upsell and cross-sell targets, account strategy, success planning, forecasting, customer health, executive business reviews, and escalations. Develops customer success playbooks, advocates for client needs internally, builds executive relationships, and partners with Sales, Product, and Marketing to improve outcomes. Also oversees recruiting, career development, team performance, and change management.

Manage customer software implementations and data migrations. Clean, reformat, validate, and quality-check customer data, monitor automated import jobs, investigate errors, coordinate with onboarding, sales, support, and engineering teams, and maintain repeatable process documentation. The role handles high ticket volumes and sensitive data requiring HIPAA-compliant practices.

Own end-to-end onboarding for high-revenue customers, partnering with Account Executives and internal teams to guide data migration, payments setup, website configuration, team permissions, and product enablement. Serve as the primary customer contact, manage timelines and risks, conduct walkthroughs, resolve technical issues, document progress in CRM tools, and share feedback to improve onboarding processes.

Leads and scales the account management function for enterprise health plan customers. Manages Account Managers, owns team revenue and retention targets, develops account processes and playbooks, and oversees strategic accounts. Builds executive relationships, leads QBRs, manages escalations, identifies expansion opportunities, and partners with Sales, Product, Engineering, and Leadership to improve customer outcomes, retention, and revenue growth.

Provides customer service and support to healthcare provider accounts through calls, email, and chat. Resolves issues, promotes platform features, identifies upsell opportunities, maintains accurate interaction records, and helps providers maximize Zocdoc’s marketplace services.

Designs and delivers scaled customer education through webinars, cohort-based programs, and digital learning experiences. Creates and adapts training materials, facilitates live sessions, manages logistics, answers platform questions, and analyzes engagement data to improve programming. Collaborates with Customer Success and Product teams to identify knowledge gaps and increase customer adoption of Samsara’s SaaS platform across multiple industries.