Top Customer Success & Experience Jobs in Jacksonville, FL

Technical Account Manager serving premium support customers in the insurance industry. Builds customer relationships, provides technical guidance, manages incidents and escalations, coordinates issue resolution, develops support and upgrade plans, and drives product adoption and operational improvements. The role requires collaboration across technical and business stakeholders, software implementation experience, project management, insurance technology expertise, and bilingual English-Spanish communication. Candidates must reside in Puerto Rico and work remotely.

Leads Strategic and Growth Customer Success teams serving post-acute and outpatient facilities. Responsibilities include improving retention, reducing churn, driving expansion, developing account strategies and playbooks, coaching CSMs, forecasting capacity, analyzing customer health and market data, managing escalations, and representing customer insights to Product and executive leadership. The role is fully remote with occasional local and overnight travel.

Lead and modernize a global Customer Success organization for an enterprise cybersecurity software company. Responsibilities include building high-performing teams, implementing AI-enabled customer health processes, driving cross-functional accountability, managing complex enterprise customer journeys, and partnering with Sales on retention, expansion, and customer growth. The role requires strong leadership, account planning, enterprise deal experience, cybersecurity expertise, and a metrics-driven approach.

Leads Customer Success Managers responsible for customer retention, adoption, renewals, growth, and churn mitigation. Develops retention strategies, forecasts renewal risk, monitors revenue risks, supports executive account engagements, partners cross-functionally to improve the post-sale experience, and drives customer lifecycle improvements. Requires substantial SaaS customer success leadership, commercial contract experience, analytical skills, and executive communication.

Lead and develop a team of Commercial Technical Account Managers responsible for onboarding, adoption, customer health, retention, escalations, and technical customer partnerships. Improve post-sales systems including segmentation, health scoring, QBRs, playbooks, automation, and digital-touch programs. Report retention and team performance to leadership, collaborate with Product and Engineering, and support strategic customer and company meetings.

Manage mid-market customer accounts as a trusted advisor, leading onboarding, engagement, retention, renewals, and expansion. Build executive relationships, develop success plans, monitor usage and risk, conduct business reviews, and track customer outcomes. Collaborate with Sales, Clinical, Product, and Operations teams while advocating for customers and improving internal processes. The role requires strong communication, analytical ability, strategic thinking, and experience managing senior stakeholders.

Own a portfolio of enterprise brand accounts, advising CMOs and senior marketers on consumer intelligence insights. Drive adoption, renewals, account expansion, QBRs, forecasting, and strategic account planning. Translate complex marketing challenges into actionable, data-backed recommendations, identify growth opportunities, and collaborate with Sales, Product, and Customer Success. Represent Resonate at client meetings and industry events.

Leads the global Customer Support function, establishing service levels, escalation processes, KPIs, reporting, training, and operational standards. Partners with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex issues and improve response and resolution times. Builds scalable support operations, develops team capabilities, creates knowledge resources, and applies AI-assisted workflows and automation to improve customer experience and support efficiency.

Leads and scales the enterprise Technical Account Management organization, managing managers and owning customer retention, renewals, expansions, and forecast accuracy. Builds executive customer relationships, oversees technical integrations, APIs, data migrations, and complex configurations, and partners with Product and Engineering on roadmap improvements. Establishes scalable processes, reporting, coaching frameworks, and risk management while serving as the senior technical voice for strategic accounts. Frequent travel is required for onsite customer meetings and industry events.

Retain customers considering cancellation or downgrade through consultative conversations, objection handling, personalized recommendations, and targeted save offers. Resolve underlying issues with cross-functional teams, document cancellation reasons, monitor retention metrics, and support process improvements. The role requires strong communication, negotiation, analytical judgment, product knowledge, and experience meeting retention or quota-based goals.