Top Customer Success & Experience Jobs

Manage a portfolio of SaaS HR accounts in the EU, build account relationship frameworks, drive renewal and expansion, improve adoption and customer outcomes, conduct QBRs and success planning, mitigate churn, meet retention and CSAT/NPS KPIs, collaborate with Product/Dev/Marketing/Sales and provide ongoing product enablement.

Lead an enterprise Customer Success portfolio of ~5 strategic, high-value SaaS customers. Drive retention, expansion, account strategy, executive stakeholder relationships, escalations, and cross-functional coordination while shaping customer experience and coaching peers.

Own and improve end-to-end payroll and partner operational processes across CX. Design scalable workflows, define SLAs and escalation paths, coordinate incidents, analyze data for trends and risks, and drive cross-functional process standardization using Zendesk, Slack, Asana, and related systems.

Lead complex technical escalations for APIs, integrations, webhooks and payroll; perform deep root-cause analysis using SQL, logs and tracing; drive high-severity incidents; build debugging frameworks, automation, and observability improvements; mentor CX team and improve escalation processes.

Lead US Payroll & Benefits Customer Experience delivery and operations, ensuring compliant, accurate, and scalable managed services. Own service delivery processes, SLAs, KPIs, escalation resolution, risk mitigation, and continuous improvement. Partner with Product, Engineering, GTM, and senior stakeholders to influence product and service strategy, support launches, and act as internal payroll subject matter expert and customer advocate.

Strategic, data-driven Customer Success Manager responsible for driving adoption, retention, and expansion across large, complex SaaS accounts. Build tailored success plans, lead executive engagements and workshops, translate health and usage signals into proactive actions, partner with sales and renewals, maintain account documentation, and use AI and customer intelligence to scale personalized interactions and surface growth opportunities.

Own and investigate complex technical customer escalations end-to-end; partner with CX Engineering and Product to diagnose and validate solutions; lead customer calls; produce clear investigation documentation and playbooks; identify recurring issues and contribute to automation and AI initiatives while mentoring other CX specialists.

Manage a portfolio of SaaS accounts to drive renewal and expansion by building account-specific relationship frameworks, success plans, and stakeholder engagement. Act as trusted advisor, protect revenue, mitigate churn, meet retention and CSAT/NPS KPIs, enable product adoption, and collaborate cross-functionally with Product, Development, Marketing, and Sales.

Provide technical, timely customer support across email, phone and Zoom; troubleshoot and investigate issues; escalate complex cases and keep customers informed; manage multiple queues and time zones; create Help Center content; identify and improve internal processes; meet weekly and monthly KPIs while collaborating with the team.