Top Customer Success & Experience Jobs in Miami, FL

Lead a book of medium/large Duck Creek OnDemand and OnPrem accounts as the primary customer advocate. Drive adoption, renewals, expansion, and NRR/GRR; coordinate between customers, SI partners, and internal teams; run governance, track support/defects, conduct lessons learned, produce success plans, mentor junior CSMs, and provide product feedback to engineering. Ensure customers adopt upgrades and realize value.

Provide personalized onboarding support for Fast Track A2P customers: manage SLAs and credit utilization, resolve onboarding and compliance issues, run customer calls and weekly metrics reviews, log and categorize interactions, identify trends for product teams, and partner with account and operations teams to scale onboarding.

Provide rapid, high-quality technical support and onboarding for campaign clients using HubSpot and telephony tools. Develop scalable support processes, training materials, canned responses, and client enablement resources. Triage tickets, assist Client Success Managers, and run Zoom training sessions to ensure operational excellence during campaign cycles.

Own and drive a major enterprise sports client end-to-end: prioritize requests, coordinate product/engineering/delivery, ensure quality shipping, manage reporting, roadmap, renewals and expansions, handle incidents and escalations, and identify growth opportunities while aligning closely with seasonal sports rhythms.

Own a large portfolio of enterprise customers to drive adoption, retention, and expansion. Proactively build relationships, mitigate churn risk, coordinate cross-functional initiatives, analyze lifecycle metrics, and deliver enablement and growth plays to meet revenue and satisfaction goals. Serve as trusted advisor and reference for customers, leveraging multi-channel communication and presenting to stakeholders to ensure long-term success.

Lead and scale client services across marketplaces, align Creative and Logistics for integrated delivery, design repeatable protocols to increase LTV and NRR, manage client lifecycle and P&L ($20M+), expand beyond Amazon into other retail channels, build client health scoring and feedback loops, train teams, and partner with Finance/Operations to standardize SOWs and pricing.

Manage mid-market/enterprise customer accounts to drive product adoption, satisfaction, renewals, and upsell. Act as product expert, deliver training and business reviews, monitor usage, document account activity in CRM, forecast renewals, and attend industry events to meet net revenue retention targets.

Lead and build a Customer Success organization focused on retention, GRR/NRR, renewals, expansion, and customer health. Recruit and coach CSMs, implement health scoring, playbooks, KPIs, and forecasting, partner with Sales/Product/Engineering/Support, and use AI and automation to scale processes and drive long-term customer value.

Manage a portfolio of SMB/group healthcare customers to drive adoption, retention, and expansion of Suki products. Build relationships with clinical and IT stakeholders, onboard and train users, run business reviews, resolve escalations, forecast in SFDC, and collaborate with Sales and Marketing to uncover new opportunities and grow account footprint.

Lead strategy and execution for Technical Account Management (TAM) operations across Services and Customer Success. Own systems, automation, planning, forecasting, quality, and insights; design and operate AI-driven workflows and agentic automation; drive capacity planning, renewals forecasting, and service quality; influence cross-functional stakeholders and scale operational capabilities to improve retention, revenue, and CX outcomes.