Top Customer Success & Experience Jobs in Miami, FL

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.

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.

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.

Own a book of large enterprise accounts to drive adoption, value realization, renewals, and upsells. Lead onboarding and training, build C‑level relationships, manage escalations, coordinate cross-functional resources, capture product feedback, and ensure high customer satisfaction and retention.

Executes digital customer success motions at scale, researches customer situations, addresses adoption and retention risks, supports renewal forecasting, manages shared inbox inquiries, and maintains accurate Gainsight records. Partners with Sales, Renewals, Support, and Services to drive customer outcomes, resolve challenges, and contribute to digital customer success programs and continuous improvement initiatives.

Manage a book of ~60 enterprise customers to drive adoption, retention, and expansion of Sprout's social media platform. Build executive relationships, run success cadences (MBRs, EBRs), surface risks, collaborate on renewals, and use data and generative AI tools to create ROI narratives and accelerate work. Partner with onboarding, professional services, and renewals to meet retention and growth KPIs.

Leads and scales the account management function for enterprise health plan customers. Manages Account Managers, owns team revenue and retention targets, develops account processes and playbooks, and oversees strategic accounts. Builds executive relationships, leads QBRs, manages escalations, identifies expansion opportunities, and partners with Sales, Product, Engineering, and Leadership to improve customer outcomes, retention, and revenue growth.

Provides first-line technical product support to customers, guides troubleshooting, assesses and escalates incidents, follows issues through resolution, and recommends documentation improvements. The role requires strong customer service, collaborative problem-solving, and practical experience troubleshooting Windows and macOS systems, antivirus interactions, and system-management tools such as GPO, RMMs, and SCCM.

Owns the technical customer relationship for public cloud environments, advising on AWS, Azure, and GCP best practices. Conducts cloud architecture reviews, governance sessions, ticket reviews, and spend optimization discussions. Acts as a customer advocate, escalation point, and liaison with internal teams. Provides product guidance, billing support, technology education, and strategic recommendations while maintaining executive-level customer relationships.