Top Customer Success & Experience Jobs in Miami, FL

Own and scale Drata’s customer education function across Enterprise and SMB segments. Build the Drata Academy curriculum, launch an Admin Certification program, define learning standards and KPIs, and use AI and data to improve customer outcomes. Integrate education with Digital CS, Product, Community, Marketing, Support, in-app guidance, and events. This senior individual contributor will set strategy, manage the roadmap, and establish a foundation for future team growth.

Provides advanced technical support to SaaS customers through written and Zoom channels. Investigates complex issues, identifies root causes and workarounds, manages escalations, troubleshoots integrations and public APIs, supports Premium customers, mentors teammates, creates help content, improves processes, and contributes to customer and team KPIs.

Serve as a senior technical partner to Enterprise customers by designing, building, troubleshooting, and improving reliable automations. Lead architecture reviews, technical account planning, executive conversations, escalations, and cross-functional initiatives. Partner with Customer Success to improve adoption, retention, and growth while representing customer needs to Product and Engineering. Advise customers on responsible AI implementation, including AI-assisted workflows, agentic systems, evaluation, governance, security, and oversight.

Own operational processes, reporting, and programs for Customer Success Management. Translate ambiguous leadership questions into solutions, improve processes end-to-end, partner with Revenue Technology/Analytics, support planning (capacity, segmentation, territory), and drive cross-functional alignment with Sales and Finance to scale CS operations.

Consult PaaS clients on prior authorization decision automation programs, translating requirements into technical blueprints and partnering with Product, Design, Development, and Engineering. Build strategic improvement roadmaps, analyze healthcare authorization data, maintain dashboards and reports, monitor client KPIs, and ensure automation success throughout the customer lifecycle. The role also identifies scalable workflow improvements and guides customers in maximizing platform value.

Manage programs that engage and grow veterinary clinic customers through newsletters, referrals, webinars, playbooks, education, and re-engagement initiatives. Analyze usage, sales, engagement, and health metrics to identify at-risk clinics and drive retention. Build dashboards with AI and data-team support, advocate for customer needs with Product, and deliver data-driven business reviews. The role combines scalable customer success programming with direct clinic conversations.

Manage post-sales customer engagements from onboarding through renewal for Zscaler SecOps products. Provide cybersecurity education and strategic guidance, conduct executive business reviews, support renewals, mitigate retention risks, and identify expansion opportunities. Build trusted customer relationships, analyze performance metrics, gather product feedback, and collaborate with Sales, Support, Product, and technical teams to improve customer security outcomes and maximize product value.

Leads the global Customer Success organization for Falcon Cloud Security, managing managers and senior contributors while driving adoption, retention, expansion, customer satisfaction, and renewal outcomes. Defines scalable operating and coverage models, develops leaders, sponsors strategic executive relationships, manages escalations and customer risk, partners with Sales, Product, Engineering, and Services, forecasts resources, and uses data, tooling, automation, and AI to improve customer outcomes across complex multi-cloud environments.

Own Deepgram’s strategic AWS partnership, including technical adoption, retention, expansion, Marketplace listings, private offers, co-selling, and joint GTM. Serve as AWS’s trusted technical and commercial advisor, lead demos, workshops, architecture guidance, troubleshooting, business reviews, and joint planning. Track usage and growth, influence internal product and GTM strategy, and build AI-powered tools and workflows that eliminate recurring work.

Own end-to-end client onboarding for the LevPro platform, from scoping and kickoff through configuration, data migration, integrations, testing, training, and go-live. Translate client workflows into scalable system solutions, coordinate with internal and external technical teams, troubleshoot issues, document processes, and support long-term client relationships. The role partners with sales, data, customer success, product, engineering, and third parties while managing multiple implementations and improving implementation processes.