Top Customer Success & Experience Jobs in Columbus, OH

Manages operational relationships with assigned insurance distribution partners, overseeing onboarding, business readiness, adoption, issue resolution, governance, and continuous improvement. Connects partners with service and operations teams, coordinates cross-functional support, analyzes performance and feedback, develops readiness plans and business cases, and communicates risks and recommendations to senior stakeholders. The role supports partner retention, growth, field effectiveness, and improved ease of doing business.

Investigate and resolve complex platform, API, webhook, configuration, and integration issues for enterprise merchants. Monitor Datadog dashboards, alerts, and logs; coordinate P1 incidents; create actionable engineering escalations; support customers and internal teams during disruptions; and document resolution patterns in the knowledge base. The role also provides overflow delivery support and requires clear communication, sound escalation judgment, and ownership in a 24/7 SaaS environment.

Leads and develops a global Technical Account Management team supporting enterprise customers. Oversees customer service delivery, escalations, account planning, capacity management, performance metrics, and operational improvements. Partners with Customer Success, Sales, Support, Consulting, Engineering, and Product to improve retention, renewals, expansion, and customer outcomes. Represents customer and team needs internally while evolving TAM programs and processes.

Build and lead Frame’s post-sale customer success function from the ground up. Define customer journeys, onboarding, playbooks, health scoring, QBRs, and the CS technology stack. Own retention, renewals, expansion, adoption, and customer health metrics while managing executive relationships and escalations. Partner with Product, Sales, and Marketing, recruit and coach the CS team, and establish scalable processes that improve customer outcomes and reduce churn.

Own a B2B SaaS customer portfolio across onboarding, adoption, active usage, renewals, and expansion. Guide customers in CRM data integrity, optimize workflows, review configurations, communicate value, handle objections, and identify new use cases. The role requires technical fluency, CRM and data workflow knowledge, proactive problem-solving, and clear communication through chat, email, video, and customer meetings.

Owns the full post-sale customer success function across Vouched’s IDV and KYA products, with primary accountability for net revenue retention. The VP will build and continuously improve onboarding, adoption, renewal, expansion, health monitoring, forecasting, and risk-management processes; lead and coach CSMs and implementation specialists; partner with Product, Sales, and executive leadership; and ensure CRM data accurately reflects customer health, renewal pipeline, and expansion opportunities.

Leads strategic customer success for enterprise healthcare clients using risk adjustment, quality, and population health solutions. Owns client strategies, executive relationships, governance, adoption, retention, renewals, and expansion opportunities. Translates client needs into product and workflow recommendations, interprets performance data, coordinates cross-functional resolution, and ensures follow-through. Requires deep healthcare domain expertise, SaaS product fluency, strong analytical and communication skills, and 7+ years of relevant experience.

Provides front-line software support to first responders and public safety agency staff through email, phone, and chat. Troubleshoots and replicates issues, maintains SLA response times, escalates problems to engineering and project management, tests new features, updates knowledge-base content, and develops product expertise. Requires strong communication, problem-solving, organization, multitasking, and empathy while working Eastern Time hours, including possible weekends.

Leads the customer success organization, owning retention, expansion, consumption, renewals, segmentation, customer value realization, and operating metrics. Manages CSM leaders and teams, builds scalable playbooks and capacity models, develops talent, and partners with Sales, Services, Support, Studio, Product, and Marketing. The role requires executive customer engagement, enterprise success planning, usage-based pricing experience, and applying AI tools and workflows to modernize customer success.

Own a portfolio of high-value SaaS accounts, driving retention, expansion, renewals, and multi-year growth. Build account plans, map stakeholders, conduct discovery, quantify ROI, identify risks and opportunities, negotiate agreements, and maintain renewal forecasts and expansion pipelines. Partner with CSMs, Finance, Legal, and Product while advising senior customer stakeholders and sharing insights on pricing, packaging, competition, and product strategy.