Top Customer Success & Experience Jobs in Columbus, OH

Manage post-onboarding relationships for approximately 30 mid-market clients, driving product adoption, engagement, measurable business value, renewals, and account growth. Serve as a trusted advisor by understanding customer objectives, coaching users, presenting insights, conducting business reviews, and translating promotional data into actionable recommendations. Collaborate with Sales, Product, Support, Education, Operations, and Onboarding teams to resolve needs and improve the customer experience.

Manage a portfolio of mid-market and enterprise customers throughout deployment, adoption, retention, renewal, and expansion. Build trusted relationships, lead QBRs and customer presentations, identify cross-sell and upgrade opportunities, coordinate sales and engineering resources, and maintain CRM, quoting, automation, and KPI tools. The role focuses on customer satisfaction, revenue growth, retention, and exceeding sales and customer success goals.

The Payroll Customer Success Manager serves as the main contact for customers, supporting onboarding, ensuring payroll accuracy, resolving issues, and building trust through proactive communication.

Serve as the day-to-day contact for independent professionals, managing onboarding, weekly check-ins, communications, applications, screening calls, documentation, and feedback flow between the community and internal account teams. Maintain accurate profiles, share updates and newsletters, and independently drive organization and follow-through while working primarily through calls.

Lead onboarding, adoption, and support for courier customers; troubleshoot workflows; analyze customer data for churn risks; surface product feedback; identify expansion opportunities; build scalable CS processes and documentation while collaborating with product, sales, and engineering.

Manage a portfolio of school and district partners across the customer lifecycle. Lead SaaS onboarding, training, adoption, success planning, and retention initiatives while serving as a strategic advisor. Develop customer health metrics, KPIs, and operational improvements; identify risks, reduce churn drivers, and guide product development using customer insights. Collaborate with Implementation, Sales, and Analytics teams to improve customer outcomes and platform engagement.

Leads Cloudbeds’ Customer Recovery team, overseeing retention, risk triage, executive escalations, and cross-functional Fire-Team interventions for at-risk hospitality accounts. Coaches and develops Recovery Coaches, manages recovery operations, drives proactive save motions, and converts customer-risk insights into product and process improvements. Partners with Product, Engineering, Support, Sales, and CS Operations to improve customer outcomes using AI tooling, automation, and Salesforce reporting.

Leads a team of Renewal Managers responsible for customer retention, renewal revenue, forecasting, negotiations, and churn-risk management. Coaches team members, oversees complex escalations, ensures accurate Salesforce records and renewal documentation, and partners with Customer Success, Account Management, Finance, Legal, Deal Desk, and Operations. The role also improves renewal workflows, playbooks, reporting, and contract-term strategies while maintaining commercial discipline and customer relationships.

Provide first-line support to enterprise customers by triaging and resolving tickets, troubleshooting the Scout platform, and escalating issues when needed. Build support workflows, knowledge-base documentation, routing rules, SLAs, and escalation paths. Analyze recurring issues and share product insights with engineering and product teams. Support customer engagement projects and grow into a customer success role focused on enterprise relationships, adoption, and retention.

Own technical success for a portfolio of enterprise SaaS customers by analyzing data, identifying optimization opportunities, configuring platforms and integrations, troubleshooting issues, and translating technical findings into business recommendations. The role partners with Product, Engineering, Customer Success, and Implementations to improve adoption, processes, documentation, and measurable customer outcomes while leveraging AI tools and analytics.