Top Customer Success & Experience Jobs in Detroit, MI

Leads client activation and customer success workstreams for software and product innovation initiatives. Manages onboarding, client relationships, service delivery, project execution, budgets, timelines, escalations, and service metrics. Coaches teams, identifies adoption and retention opportunities, applies CRM and customer data management tools, and drives process and technology improvements that enhance customer experience and operational performance.

Supports and maintains enterprise customer web integrations using Smartling’s web proxy solution. Owns technical tickets, troubleshoots browser and network issues, leads customer workshops, creates diagnostic scripts and tooling, manages production configuration changes, and collaborates with Engineering on product fixes. The role requires strong web technologies, debugging, communication, and customer-facing technical consulting skills.

Lead implementation strategy and customer rollouts for major B2B opportunities, partnering with Sales, Account Management, Product, and Engineering. Manage and coach Implementation Managers, oversee deployment milestones, deliver customer training, drive product adoption, remove implementation blockers, and establish scalable onboarding processes. Serve as the senior implementation voice for strategic customers and ensure smooth transitions to Account Management.

Manage strategic customer accounts through onboarding, implementation, data feed configuration, stakeholder engagement, reporting, and ongoing success initiatives. Serve as a strategic advisor and escalation point, analyze performance data, advocate for customer needs, improve processes, and coordinate with Sales, Product, Engineering, and Support to drive measurable outcomes.

Provides technical account management for enterprise customers using Samsara’s IoT platform. Builds customer relationships, troubleshoots APIs, hardware, software, and AI technologies, manages significant incidents, aligns solutions with business needs, maintains account records, and serves as a trusted technical advisor. Collaborates with internal teams, supports customer growth, contributes to TAM team development, and provides occasional travel and after-hours coverage.

Handle inbound cancellation calls and outbound lapse recovery to retain life insurance policyholders. Assess customer needs, recommend solutions, document interactions, meet call center KPIs, and maintain product knowledge while delivering empathetic, accurate service.

Leads a 15-person B2B SaaS customer support team, owning coaching, KPIs, SLAs, QA, escalations, operating processes, and customer communications. Uses Salesforce data, AI, and automation to improve efficiency, identify root causes, increase product adoption, and enable proactive customer engagement. Partners with Customer Success, Product, IT, and Operations to resolve roadblocks, manage outages, improve support infrastructure, and surface expansion opportunities.

Leads Toast’s Escalations organization across multiple locations, managing escalation managers and advisors. Owns operating models, KPIs, service quality, resolution outcomes, executive customer issues, and continuous improvement. Partners cross-functionally with Care, Customer Success, Product, Engineering, FinTech, and Legal. Develops leaders, establishes escalation standards, drives root-cause analysis, and pilots AI tools for triage, case summarization, and pattern detection.

Manage the post-sale client lifecycle for health insurance customers, including implementation, workflow design, dashboard analysis, ROI measurement, project management, and relationship building. Serve as the primary client contact while coordinating with Sales, Product, Data Science, and Engineering. Ensure clients successfully adopt and maximize the value of predictive analytics solutions through strong communication, documentation, and ongoing engagement.

Build and maintain customer relationships as a technical advisor, driving Dragos Platform adoption and successful cybersecurity deployments. Address technical requests, resolve issues, provide guidance, conduct health checks, track account metrics, identify service and training opportunities, and coordinate with sales, support, engineering, product, and field teams. Requires enterprise cybersecurity experience, ICS/OT knowledge, SOC/SIEM familiarity, and up to 25% travel.