Top Customer Success & Experience Jobs in Jacksonville, FL

Provides Tier 2 technical support for MC&FP digital platforms by troubleshooting complex web, authentication, search, and user workflow issues. Reproduces errors, analyzes root causes, documents incidents in ITSM tools, coordinates escalations, supports outage triage, updates knowledge-base materials, and communicates resolutions to users. The role also validates platform changes, identifies recurring issues, and recommends service improvements. It is fully remote but requires an active Secret clearance supported by a Tier 3 investigation and ITIL Foundation certification.

Manage a portfolio of mid-market SaaS client accounts, driving retention, renewals, expansion, satisfaction, and advocacy. Develop account growth and retention plans, assess client health, provide consultative guidance, conduct business reviews, configure and demonstrate platform functionality, train users, and support solution adoption. Maintain CRM data, collaborate cross-functionally, identify upsell opportunities, and serve as the client voice internally.

Provides post-implementation support for Sage Intacct clients by troubleshooting application, configuration, process, reporting, and workflow issues. Builds client relationships, advises on best practices, supports system updates and testing, documents resolutions, and coordinates with consultants, implementation teams, development teams, and Sage support. Identifies recurring issues, creates knowledge resources, and recommends process improvements to enhance client satisfaction and system utilization.

Leads, coaches, and develops a team of Customer Success Managers responsible for retention, renewals, customer health, and revenue growth. Oversees performance management, success playbook adherence, risk mitigation, escalations, forecasting, CRM data integrity, and operational improvements. Partners with leadership and product teams to synthesize customer feedback, improve the customer journey, support complex renewals, and achieve GRR and NRR targets.

Manage the onboarding and implementation of new retirement plan clients, coordinating data collection, documents, compliance software setup, platform providers, advisors, and client communications. Review plan paperwork, answer operational questions, manage implementation timelines, and ensure work follows company procedures while delivering a strong client and advisor experience.

Own technical relationships with enterprise API customers from implementation through launch and optimization. Troubleshoot integration, configuration, documentation, and product issues; collaborate with Product and Engineering; communicate technical problems to customers and internal stakeholders; and convert recurring customer challenges into product feedback. Build a scalable technical onboarding and support function for US customers while helping integrations launch efficiently.

Leads an Account Management team serving healthcare patient engagement clients. Responsibilities include driving retention and revenue growth, managing client relationships, forecasting and renewals, overseeing service delivery, supporting sales and business development, developing employees, resolving client issues, and sponsoring strategic projects. The role requires collaboration across client services, sales, finance, operations, and product teams, along with travel to meet key client stakeholders.

Own the post-sales customer lifecycle for a portfolio of SaaS cybersecurity customers, from onboarding through renewal. Monitor platform health, usage, engagement, and renewal risks; drive adoption through automated campaigns, webinars, and office hours; maintain CRM accuracy and risk tracking; and provide leadership with actionable account-health insights. Partner with Sales to support retention and expansion while delivering consistent, scalable customer outcomes.

Own the technical relationship for strategic enterprise SaaS accounts after launch. Responsibilities include troubleshooting and escalating issues, managing SLA commitments, monitoring integrations, leading technical onboarding, conducting health reviews, supporting renewals and expansions, documenting solutions, and translating customer requirements into product feedback. The role requires strong SaaS technical support, enterprise communication, integration troubleshooting, and relationship-management skills, with familiarity in SSO, APIs, webhooks, logs, and CRM or support platforms.

Leads mid-market employer implementations from pre-sale planning through launch and handoff to account management. Builds project plans, coordinates enrollment readiness, manages eligibility data and integrations, trains employers and administrators, develops communication strategies, resolves issues, and collaborates across Sales, Product, Operations, Support, Compliance, and Account Management.